I have bought 13 litre washing machine and is not working

I bought the machine on the 29th September and only connected in December after connection when washing the first time water was all over the house coming from the machine I have reported this to OK shop at Bochum where I bought the machine also in December. They send two guys from Hisense in January only to find out that the pipe inside the machine is broken I wanted to take a picture of the pipe and they blocked me until this date I have not received any feedback because I told them that I want a new machine please help me. I bought this machine for my mother who is suffering from Arthritis and she is still suffering this humiliation from OK furniture as they are taking advantage of her fragile state of health please help me kind regards Lydia