Curious about a week delay (at least) in feedback for a repair

The Three starts are for the friendly telephonic conversation of the customer cate and technical agents.

For response and after sales service I would at the moment give a 0 star.

I am just really curious about ine thing: Why, at Teljoy it must take at least one week before getting feedback on a repair request??

Last week on Thursday I submitted a request for a very small problem with my washing machine. The drive belt of the drum broke and fell out.

I could have fixed it myself is less than half hour by fitting a new belt. But since the machine is under contract and warranty I am not allowed to make a simple fix like that.

So, After summiting service request on Thursday I was really expecting action by Monday or Tuesday.

So I did call customer care on Monday to try and get some feedback. I was referred to the technical dept.

There I was told to only expect feedback by Thursday this week. I was wondering why is that? Why one week to only hear what is going to happen.

In the meantime I have no working washing machine and my laundry is piling up. And surely if I only get any feedback by Thursday this week, there is a big chance a technical would only be visiting me next week. That's now two weekends without being able do do laundry.

So I think in that instance the service is very very poor, and to assist the customer is not made a priority.

Constant feedback is very important. And as I see it a lot of customers are complaining about the same here.

Can you please react and explain why a simple replacement of a washing machine drive belt have to take longer than two weeks? And why there is no feedback.

Regards