Poor customer service

I have a Samsung washing machine that is broken and the Samsung service centre informed me that the part to repair the machine is not available. I then escalated to Samsung on the 26th of November. On Tuesday the 3rd of December I was called by the Case Manager and informed me that the part indeed was no longer available and they would issue me with a depreciation quote. I was asked to email the proof of purchase with photos of the unit, and I did that same day. A week later I still have not received the quote. When I called again on Monday the 9th I requested to be transferred to the Manager on Duty. I spoke with Steven who was very dismissive and denied that I was promised a depreciation quote. He told me that they are waiting for their vendors to confirm if they don't have the part.

In the meantime I'm stuck with a machine that I cannot use. I have a baby at home, and how am I going to manage during the holidays without a machine? Why is it taking more than a week for Samsung to decide what to do with the faulty unit?