Washing machine replacement taking forever.

The service from Hisense has been very terrible, I have logged a ticket to repair/replace the washing machine that stopped working in September 2024 almost a month later and Hisense is still quiet as to when will the faulty machine be collected so that we can get a refund to replace it. I always have to call and follow up on the progress of the job ticket, it's always long waits on the phone and empty promises. I wish we could've purchased a washing machine with a dryer from another brand and saved ourselves the inconvenience and hassle.