Terrible terrible ********** service!!!!!!!

I actually regret buying my washing machine from here!!! I've been calling all morning trying to get some assistance as my defy machine broke down! I try calling defy as they are usually quick and helpful and get told I must contact Hifi as it's the new process.. honestly what a nightmare!!!! I call the woodmead branch several times, the line keeps ringing without an answer!! I then call the main head office and I get transferred again to the store and again no answer!!!! I call head office again and a lady says she will mail the store for me, I ask her to please cc me and please give me her name and Surname.. then she tells me her name, Shanaz, and refuses to give me her surname ???!!!like honestly..I must now fight to get a name and surname.. why must I give you my surname what do you need it for.. I mean honestly I would like to know who assisted me.. no you don't need my surname!! Eventually she tells me her name and surname Shenaaz Marais, What a wow!! To add to an already messed up situation I must now bicker for a name and Surname!! Honestly it's terrible the lengths one has to go through!! Can we just log with defy!!