Pathetic service to return item over 13days now

I bought a frontloader washing machine online on 8th January 2026 as a gift for my parents who moves to Hartenbos. On arrival, my parents opened the box and read instructions to test it before the move collect their stuff. They removed the bolts at the back but could only remove 3 of the 4 as it seems the 4th one is stripped. On the same day, I logged a return for item online. On the 9th Jan, we phoned the call Centre to hear what the process is and when will the collect and exchange the product. Every single time you phone, the tell you it will be 24-48hours before someone will phone you. Let me tell you, that someone does not exist as it is today the 20th Jan and still no one phoned. I have since phoned 5 times to get help. Now they want to send a technician out from Defy and charge me a call out fee of R600. Why, this is a new product from Game, why am I not entitled to a exchange. The product is not working as I cannot loosen the 1 bolt as it is stripped and cannot use it as drum is still secure. Can someone please assist as the call Centre is useless and my parents are about to move and this matter is still not resolve. I will never ever buy from Game again. We can see why their stores are closing one by one