Bad service

What a huge disappointment dealing with Samsung. I logged a query on the 4 September 2020 and its the 15 September today and my query hasnt been resolved. I spoke to Ethel the manager on the 11 September she was supposed to call me back with feedback till today nothing. I have been calling asking for her, they say shes busy and will call me back still no call back. I want this machine fixed. Is this how you handle customers? What is your service level agreement when it comes to queries that are open? Please sort this out A.S.A.P My query number: ***. This was the message I got on the 10th : This is an update on your Samsung WW70J4263IW/FA. Your repair is still in process. We hope to complete the repair as soon as possible. We apologize for causing delay. HAPPY ABOUT OUR SERVICE? ***. Its still 15 September no repair.