PATHETIC AFTER SALES SERVICE

I have been an okay customer of homechoice for two years now, some things I'm not to happy with but never had I had an actual problem with the products I have purchased yet.... So I purchased a new defy tumble dryer from Homechoice in March and only received it on I think 29th May... This was delivered to my mother's place... I eventually collected it from there and attempted using it for the first time on the 3 June.... I know how to work the machine and I did nothing different to what I was supposed to do... So this very small load of washing did not dry at all and I just kept repeating the cycle the machine had run for so long making warm as it should but not drying at all.... I didn't think to check neither did I realize there was something not right as I didn't pay too much attention as to my knowledge this is a brand new product so what could possibly be wrong with it right? So one the evening of the 8th some of my washing had come off line and still damp so I figured I'd give it a short again.... When I opened the machine after it's cycle I opened to check and wow still not dry... I then realised everything was still in its exact position I put it in the tumble dryer only then it hit me that the actual drum wasn't moving and reason machine had been so nice and quiet is cause it actually wasn't turning at all hence washing was not drying... So I struggle trying to get hold of defy and homechoice the morning of the 9th... The person I spoke to Sibusisu at Defy who said to me he need to send a technician to fix the machine and he doesnt know when that will be... Can you believe that a big company as defy doesn't have a turn around time to give to customers... Also my argument was that why should they work on a new machine I bought a new machine so I want a new working one. I got angry and just said thank you and hung up... Eventually after several attempts again and holding for years I got hold of homechoice customer care... I speak to Sandiswa and he let's me hold while he speaks to his manager... After leaving me on hold for 15minutes the call just got cut from their side... So I all back and hold again, eventually after about 10 min I get a call from Sandiswa... He tells me they need to collect and assess product if I didn't use the product they could of replaced it as I'm at a point where I'm saying I want a new machine... What the actual ****? Should I have looked at the machine in the box and thought it's not working and called them? Also we are in the heart of winter which is why I purchased this how can you tell me it will take 7days for them to collect it then it will take another how many days for them to assess it? And then it will take them another what month to replace it? How is this okay? How is it okay to treat your customers this way? You have return policy but wrong it actually happens you have stories... Also then I say then I don't want it... You give me 30 days to return item if I'm not satisfied? Then your uneducated staff member tells me then they will have to see if I'm liable... Liable for what? Did I break your machine? A machine I waited so patiently for and really want? Ask for management to call me and guess what I'm still waiting, no one even cares.... Seriously so irritated right now