Faulty Goods

I purchased a Defy washing machine at HiFi Corp Westgate Mall in Roodepoort in September 2019.

There is now a problem with the machine not working properly, and because it is under warranty, we went to the store on the 6th of January 2020, where the customer care consultant told us that a technician will come out to have a look at it during the course of the week, no paperwork, reference number or anything for my records was given. Yesterday I phoned the store yet again to follow up on this as it's quite an urgent matter, and I was told - for the first time - that it can take up to 21 days for someone to come out to check on the machine. We went back to the store this morning because we are receive mixed information, and now, all of a sudden, they have the same 21 day story. Why were we told someone will be there this week to have a look at it when this is obviously not your company policy?

My mother, who is wheelchair-bound, lives with me and washing and changing her bedding is crucial to her health condition, so waiting 21 days just for someone to come out to check on the machine is a huge issue for us! I think this is absolutely unacceptable - how can you expect your customers to wait 3 weeks for someone to come and have a look at something they paid money for? Why have a warranty?