Non existent service , machine not working

Bought my machine last year, it still within warranty. The machine is no longer spinning properly, I went to game where I bought it they logged a call for me, I received a service request email. 3 weeks later my service request haven’t been attended. I called them they said they sent me an email to trouble shoot, I said I didn’t receive the email, and it looks like they sent it to the wrong person, they forwarded me the email to trouble shoot I told them I have already done all that. It’s going on 4 weeks now am still waiting no agent have contacted me. I regret buying this machine. Worse part it’s still haven’t been year.