Very poor.. lacking in service and solutions

I bought a 19kg toploader from Takealot a month ago. The washing machine pump looks like it is broken with a 5c error. I had to contact Samsung directly for the warranty. I reported it and they said someone will be in contact within the next 5 working days which is appalling. I had a missed call that day from an unkmown number and called them back and they told me the agent I spoke to did not log the fault so i had to do this all over again. I have waited a week for someone to call me. They did call earlier in the week and I was on a tour so missed the call. Following this I called Samsung and they explained that because they could not get hold of me they cancelled the job! I had to start from the beginning again. 1 week later I received a call to tell me that they had to reassign the job to another service centre as the one I was booked with is fully booked. Firstly if the unit is faulty only after a month I expected Samsung to replace the unit. Secondly I never expected once again to have to go through this for a third time. The machine is still broken and a week later I have frustrated tenants and staff. I need to escalate this as this service is not what anyone expected from a big brand like Samsung. As there are no agents to repair the unit (1 month old) the least I expect now is for someone to contact me from head office and organise a replacement unit ASAP. Now I have had to send once again the proof of purchase, a picture of the unit, and picture of serial number. This has been an incredibly painful experience which i do not want anyone else to go through