terms of agreement contravened

Samsung washing machine was less than 2 weeks out of its warrantee when it started to make a weird noise in its final cycle although it still functioned perfectly. I was told by Onalds that a call out and labour was R520 and the only charge above this would be if parts would be required. The technician left the machine completely non-functional and I had to call 24 hrs later to find out what the problem was. I was quoted (on sms no detail) over R1000 to fix the machine which I declined and requested that the machine only be returned to its original state to give me time to purchase a replacement. I was promised the technician would return the next day. It is past c.o.b and despite being promised at 15h00 again that the technician is scheduled, no one has contacted me and my w machine remains non-functional. As communicated to cecelia, servuce mgr, i have a 5 yr old with a terminal brain disorder which causes severe vomiting. I cannot be without a w machine. I am astounded that samsung accepts this level of representation of their brand and I will certainly be taking this up further with them.