****ed up customer service

Bought hisense washing machine at game promenade cape town,machine giving major problems at present,paid cash and item is still in it's warrenty, went into store to explain issue because I paid cash proof was needed to go forth with logging problem so a technician can be sent from hisense, I gave proof in store in the form of bank statement, it's now more than a month with no vark dam feedback from them my wife called on multiple times and till today no one has gotten back to us from game I don't know if they waiting till warranty lapses then take initiative or what ,must one then buy on credit before urgent processes gets put into play,they ***ken suck at getting back to customers, Please assist