Lack of integrity and transparency

I guess I'm forced to log YET another complaint against Game. It's unbelievable just how ********* , inconsiderate and passive this company is. Today I called in ,today after 2 months of waiting and being apologised to for incompetence. The agent advised that because I reported the washing machine as defective within a week of receiving the item , I should've been given a refund or replacement , which is something I've always asked for. The agent then confirmed that he will escalate this head office and I would be called again today before close of business. As expected ,I never received a call from Head Office. If buying a brand new washing machine which has never ever washed a single load of laundry becomes my fault and me not being able to get a refund or replacement from Game as a company , surely they've lost all all their senses of fairness and integrity.