OK SERVICE UNACCEPTABLE

I have bought a Defy Twin Tub washing machine at the end of December 2019.Last week when i used it,it made a sound and suddenly there was a hole in the machine.I have contacted Ok Southgate and the manager told me an Agent will come out and have a look at it .Today i have contacted the customer service and they said they will get back to me.Late afternoon no call and i phoned back and now i am being told that feedback was given to me.No one came out and did a report,no one phoned but i am being told that they will not honour my claim.NOT ACCEPTABLE AT ALL.