Broken Filter on New Washing Machine

My mother is a pensioner and recently bought a new LG washing machine. She used it once and the attachment of the one filter broke. The retailer said it is not part of the warranty, she has to contact LG directly. This we did on 9 July, a week after she purchased the washing machine. I spoke to Natasha Furley who asked me to send her a photograph, which I did. After numerous follow-ups, we still do not have an answer. I am now posting this message everywhere I can think of - the LG Facebook page, my own Facebook timeline & Hello Peter - in the hope that someone can help. Surely this is not the way LG wants to treat a customer?