Defective machine

My parents purchased a 13kg top loafer washing machine on 9 June 2023. Since day 1, it has given them problems. My mom has called the support centre so many times to troubleshoot, and it doesn't fix the issue. A Samsung repair person came out, said the drain pump is defective, then a few days later, came to replace it plus the PC board. It's STILL not working. My dad tried to ask Makro for a refund, but they need Samsung's authorisation to do so. Please just give my oarents their money back. It's almost 3 weeks of the machine being completely defective and Samsung is not helping.