Bad after care service

It's been more than a week now trying to get them to send an agent to fix my washing machine which my mom bought for me and it's not even 6 months old but doesn't work now. My mom has been calling and sending emails with promises of being gotten back to but still nothing. Such an inconvenience for so long. Why can't they just deliver what they say they will and not make empty promises cause for me that's dishonesty at its best