Pathetic service

i bought a washing machine in 2019. last year i took the machine in because my clothes kept getting stuck and torn. the machine was with hifi corp for 21 days but came back with a pillow case still stuck in. i have no idea how the *********** technicians had a look at the machine. there after 3 times technicians have come and had a look at the machine and clothes still get stuck. the manager from secunda hifi corp actually gave his word that i would get a new machine but till today he has not bothered to answer any of my emails. a lady from hisense called and while i was explaining to her, she dropped the call and never bothered to call back. the technicians even **** and said they had a look at the machine in the store but the machine was still at my house. pathetic and *********** service from hisense and hifi corp. i bought a kettle and they gave me back my money because the kettle was under warranty now with the washing machine even though it is still under warranty they dont want to do anything except send *********** technicians to fix but the machine is still tearing my clothes. so what is their policy? because a washing machine is more money they dont want to exchange or refund?? no integrity.