Broken washing machine

My mom is a pensioner and she bought a washing machine since she has some operations and cannot hand wash. We bought a 18kg Hisense washing machine which did not last even a year and it's already broken, we've been in contact with Hisense for 3 weeks now and the haven't sent anyone to come check it. Every time we follow up they tell us they will send a technician to come check it, till today nothing has been done. I called again today I've been waiting in line then when I'm first in line they end the call. Very poor service and low quality product