Poor service

I bought a Hisense washing machine at OK store which is currently still under warranty. The machine is currently faulty, I went to the store where I bought the machine and a ticket was created and advised that a technician would call. The technician called us today and informed my wife that he was getting lost. I advised my wife to give a technician my number as I was at home waiting for them and nobody Called me. Later during the night I received an SMS the following SMS

"Hisense Repair *** is categorized as ( Customer Canceled ). Please contact us should you have any queries. ***"

The annoying part the message was sent at night and the number provided to call if I have query is not going through. I have always trusted this brand, but their customer service is very poor.