No wishy washy service

Our Hisense washing machine stopped working and we contacted the shop we bought it from as it is still under warranty. We were told that we would have to wait until the lockdown restrictions are lifted before a technician will come out. I contacted Hisense directly via their internet page. They responded within the hour and requested more information. Within 24 hours we had a service request number and a job card reference number. We were also given advice on cleaning a filter (that is not in their manual) after which our machine is working again. Thank you for your excellent service.