brand new machine from Hirsch's has never worked

I bought a Samsung washing machine from Hirsch's Weltervreden Park at the end of July 2018. At the end of November 2018 i called them informing them that the washing machine has never worked and i am getting an 5E error. a call was logged with samsung and they keep telling me check the pipe and they are not interested in sending a technician (I checked the pipe and i am still have problems) . all i am requesting is for them to send a technician because this is a brand new machine and it has never worked.