Faulty Dishwasher - Can't get paperwork for replacement/refund

I logged a call for a faulty Dishwasher on the 6th of December 2019. I was assisted by Aton whom I cannot fault. He was the same engineer that assisted me on the previous exact fault I logged. It was decided that the Dishwasher needed to be exchanged/returned. After waiting a week, I followed up with the call center who told me to use option 5 to speak to the credit department. The lady I dealt with was very rude and told me to go to where I bought it from as LG has authorized a replacement. I went to New World and neither New World or myself could get any documentation from LG. Why is this so difficult? All of my electronics is LG. This is the first time I had to deal with support and I must say that apart from Aton the Engineer, everybody has been simply pathetic. I have been without a dishwasher for almost a month and it is Christmas aswell. Why Can LG not deal directly with New World Menlyn to get this sorted out. Please help me with this. My reference number is RNU***.