Hisense washing machine

My mom bought a Hisense washing machine at Game cradlestone which is still under guarantee, the machine broke inside and she laid a complaint, she recieved an sms that an agent will attend to her query on the 22/2/2021 and on the 3/4/2021 she recieved and sms that repair is completed but she never received a call from anyone nor a visit from people that repair to check the machine from the day she made a query to date. It is so disappointing that customers are not valued or taken serious as this has dragged for months and the customer is still not contacted,