DEFY AND GAME FIX MY DAMN MACHINE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

My Defy washing machine is still not repaired since my log 2 days ago. A technician was sent to my home of which Defy wants to claim costs from me for repairs but they do not respond to my 2 mails sent to them and yet the warranty is still in place. The technician that repaired the washing last also pitches up at my home but takes photos of the serial number.. Why... this seemed very suspicious.. he does not repair the machine and does not even have a job number, but he was given instructions to come and take photos. When I contacted Game call center, a consultant informed me that Game and Defy were liaising with each other and will attend to the query. To date I am still awaiting further response while being frustrated and inconvenienced with bad customer service.. again delay tactics and yet the service call was logged in March 2019. I have been a victim to Game and Defy ever since I bought the washing machine and when it broke down that is when I became the true victim to bad service. Calls are logged but no action taken. New calls are logged and in the interim the warranty is running out, making their job easier to say "the unit no longer has warranty" but do not refer back to the initial call. There is no urgency or respect for the customer who has paid for the item or service. Is it all about defending themselves? I fail to understand how businesses allow bad service to their customers but I am sure if placed in the same situation will not be very happy. All I request that "this" situation be changed ASAP. I want my query resolved via best business practice and not having shady resolutions as the case with the technician entering my home and taking photos and giving information telephonically to the instructor and leaving. Is this even normal or legal? What world are we living in?