Aftersales is non existent

When I bought my 17kg washing machine last year, I was told Samsung would come to my house in 5days to fix it, if they can’t, they will replace it! I logged a call with Samsung beginning of Feb (my machine stopped working) After 4 weeks of poor services and telling me that we live 250km from the nearest repaired, I drove and dropped off the machine, now 2 weeks later, still no answer from Samsung or repairer as to what is going on! I think now it’s fair to demand that NEW MACHINE THAT WAS PROMISED! I have mailed Samsung over the last few weeks so many times and got 1 useless reply