Samsung - Shocking pathetic service

Samsung service is Pathetic and Shameful. Ous Samsung washing machine which is a year and a half old broke down and we wanted to have it repaired. We went to Samsung repair centre in Belville, they sent us a quote very quickly, we were assisted by Ruwayda Birch, we paid it and that is where everything halted. They arranged a pick up day, my husband took a days leave. He was in the bathroom when they called, he called back and they said that they would turn around. That was on Monday, it is now Thursday and we have hear nothing from them since. They do not respond to emails and they do not answer their calls. I called Samsung this morning at 10 am and spoke to Charmaine, who told me that the parts for the machine are not yet there, they haven't ordered it yet, then kept me on hold and then informed me that someone from the service centre would call me back. Now at 15:00, I had to call back again. Charmaine was sneezing and coughing on the phone while speaking to me. Telling me I must wait till 5 for them to get back to me. The actual audacity because my husband has been off for 2 days waiting for them. I insisted on speaking to them, they then transferred me to Lerato who had me on hold for 15 min and still couldn't put me through to the service centre saying they are not picking up. Then she comes back to the line and says that she spoke to the service centre they will collect today. When i said when and what time as we need to go and pick our kids up at school. She said a technician would call me, couldn't give me the name or anything. this is absolutely shocking service