SAMSUNG 13 Kg Top loader machine at Hirsch 4ways Store

I bought a Samsung top loader 13kg at Hirsch Shop. Within the first day, we discovered that the machine can't wash dirty collars and arm pits for our children's school uniforms. The socks came out dirty. We had throw the clothes back for a second wash to get anywhere close to clean. We tried all other settings like a combination of super clean with intensive wash, still clothes that are moderate to heavily soiled come out dirty. We could tell the huge difference in the quality wash from our previous whirlpool front loader machine which we have been using for the last 8years without any complaint until it broke. Within 7 days return policy, we decided to take back the machine to Hirsch 4ways where we bought it. They refused to take back the machine, saying that Samsung will have to come to our house and do the assessment from there. This was quite a strange return policy by Hirsch 4ways as we have never before experienced such a cyclic return policy. However, after 3 days two Samsung technicians arrived home to do an assessment. I told them, the machine is failing to wash the clothes clean, they come out dirty. They said they had tested the machine, and there's nothing technically wrong with the machine, as there was no technical error report from the system. They said the only reason why the machine was not washing the clothes clean is because the outlet drain pipe was discharging at a level lower than 1m. So, they put the discharge pipe at 1m from the floor level. There after they left without witnessing the wash. I put some dirty clothes in hoping for an improved result. The clothes still came out dirty. We took some photographs of the clothes before wash and after wash. The machine still failed dismally. We went back to Hirsch 4ways to complain and show them the pictures. They still referred us to Samsung, and advised that a Samsung technician will be sent out to come and collect the machine. After 3days, l got call from Samsung, saying they are sorry, they can't exchange my machine or issue a refund, because the report from their technicians says that they is no technical fault on the machine. I am raged to realize that l have spent R6,000 of my hard earned cash on machine that can't wash my clothes. Where is the consumer protection? This Samsung top loader 13kg appears to have a design flaw. The machine doesn't have knuckles inside the drum, instead it just has 2 rollers, that roll the clothes very gently during the wash. The wash cycle is so gentle, which is probably why it can't wash collars , arm pits and socks. Hirsch tried to come up with excuses like, maybe you probably are using soap for front loaders only. We said that, but we are using soap that came with the promotion. Another excuse was, maybe your water pressure is too low, but the water pressure is normal. Samsung Johannesburg / Hirsch Four ways, has refused to refund, or to exchange the machine even after requesting for a refund or exchange for different brand. Is this lawful under the consumer protection of South Africa? This has taught me a hard lesson to NEVER AGAIN, purchase any expensive electronics from HIRSCH STORES as their return policy is EXTREMELY PATHETIC. Rather purchase expensive products from shops such as Makro, Game, Pick N Pay Hyper and Builders warehouse whose return policies are highly professional. In addition, it extremely disappointing to realise that Samsung South Africa has handled my case in an extremely unprofessional manner. I have owned many other Samsung products before, such as fridges, Smart TV, computer screens, phones and tablets which performed very well. But l think Samsung must revisit and retest their top loader washing machines especially this current 13kg. It simply can't wash clothes. It has a design flaw.