Appalling customer service

This would be zero star if possible. My 11 month old washing is broken and after four weeks I still cannot get a reasonable response from Samsung. I have telephoned, e-mailed, used their livechat for nearly four weeks. The people are pleasant and polite but no results. Only today has someone phoned back when promised. I cannot reach a properly senior person to complain. I am now told I will be responsible to liaise with the store for a credit / exchange, although the proper people have not yet bothered to phone and tell me this. Not good enough