Pathetic aftersales from Russell's Gugulethu Square

My mother bought a washing machine from Russell's at Gugulethu Square and the sales lady's name is Phiwo. The machine was purchased through lay-bye. We received the washing machine on the 30 January 2025 which was on a Thursday. We used the washing machine for the first time on Saturday 1st Feb. It us connected in our bathroom where our previous washing machine was. The first 2 loads started off as normal and finished the cycle. The 3rd load we heard a funny sound and it didn't want to spin. We tried everything that was in the manual but still nothing. We decided to contact the store and the sales lady asked us to send her the serial number which was sent via whatsapp to her personal number on Tuesday 4th Feb. On Thursday 6th Feb I asked her for an update and she said she has logged a call with Defy and they contact us directly. Today Monday 10 Feb my mother went back to the store to ask what is happening as we are sitting with a machine that we paid almost R8k for and is not working. The after sales sucks big time! She was told there is nothing they can do we need to contact Defy directly! So now they have received the commission they don't care what happens to their clients. I want someone from Head to sort this out. The audacity of the store telling my 75 year old mother to contact Defy meanwhile we paid them! I want this machine replaced!!