Mastercare not acting on repairs

On 6 July 2015 we called Mastercare to report that our Defy Stove and Speedqueen Washing Machine is broken. My dad advised them that the waterpump on the washing machine is broken and gave them the model number that appears on the waterpump in order for them to bring the part with them. On 7 July 2015 they came out to look at both appliances. They were able to repair the Stove but said they had to order the part, namely the waterpump. The number they took down was exactly the same number my dad gave to them over the phone. Job no ***1. They said it will take about 2-3 days to get the part and will then come back to repair it. Since then we have spoken to Tamby and as soon as my dad complains why it takes so long or that nobody gets back to us on the progress, she just puts the phone down in my dad's ear. Or if you phone they put you on hold but never comes back to you and you eventually just put the phone down. This is absolute terrible service from Mastercare. I phoned in and pretended to be a new customer and according to Malcolm their turn around time after ordering a part is 5 days. This is a blatant lie as it is now 3 weeks later and we are still waiting.