Pathetic customer service

I reported my defy washing machine that is not working almost 2 months ago to Marcus from Russell's in Amanzimtoti. He logged a complaint and then kept telling me he sent an email and waiting for a response from defy only to realise my machine is now on extended guarantee and not covered by defy. So he sent the email to the wrong company therefore the delay in waiting over 2 weeks or so. When I spoke to Nomusa the manager I was then told Marcus had sent it to the wrong email and she then corrected that sending the complaint to a company called mastercare. My complaint was on the 12/06/2025.Today is the 30/07/2025 my machine is still not fixed as I am told they awaiting a part for my machine. Does it take almost 2 months to get this part which country is it coming from?