Misinformation and poor customer service

I am writing to convey my dissatisfaction with the level of professionalism I have experienced with the telephonic customer service of Game, Dunes Mall, Walvis Bay, Namibia.

On the 20/11/2018 I purchased a DEFY 6kg Front-Loader washing machine – which I was informed has a 3-year guarantee – as do all large Defy appliances at Game. Yesterday the washing machine ceased to work, always short-circuiting before a cycle is complete.

Thursday (12/12/2019) I telephonically contacted my closest Game which is situated 33km from where I am based. I had to call several times throughout the day before I finally got through to someone. The phone was answered by a lady named Elizabeth. After explaining my situation, she started by asking me whether my machine was purchased in the past 5 years to which I rep**** yes. She then proceeded to inform me that I would have to take my machine directly to Defy and I would be responsible for covering any costs incurred.

As supporting customer of Game I am appalled at the misinformation I was given by the staff and the general nonchalant attitude - I expect the same amount of professionalism and enthusiasm from the customer support team as I received from the sales team when I first made the purchase.

I emailed the branch as well as the head office and still no response!