Good reputation messed up

It always gives me pleasure when I purchase a Samsung product. Their products gives value for money. I bought a 9kg washing machine and a microwave in December 02 2011. They both works perfect. In May 08 2020 I upgraded to a 15kg top loader washing machine. I started experiencing that washing our laundry always has dirty marks. I reported to them on their website and was given the reference number ***. from early October my issue was being escalated. Every time I enquire I am told they will escalate the matter. I mentioned again that the microwave has blown the inside light. I was then informed to take the microwave to a service provider who is yet to be contacted. How can a company with good reputation messes up when we need after sale services. I am now sitting with a washing machine that is more messier than the 9kg I am having. I have waited so long and I believe the technician is not coming from Singapore but local. What a bad service I am getting from a good company. All my cellphones in this house are Samsung and all televisions are Samsung. All my fridges are Samsung. Samsung why are you messing up your reputation. Please attend to us as your faithful clients.