Shocking service

We reported a faulty washing machine on Monday 5 February 2018. We almost immediately received an automated reply that a service call has been logged and that a technician will call us. On Tuesday a lady from the technical department phoned and left a message that we must call her back. We tried calling her back at least 5 times on Tuesday but every time we phoned someone else answered the phone and said they'll give her a message to call back as she was busy on the phone but that a technician will call us on Wednesday. She never phoned back. We phoned again Wednesday morning and the lady we spoke to then said she can see a fault has been logged and that it was not yet scheduled for repair. After asking her when the technician will be coming out she said they will call us on Thursday. Nobody phoned back yet again. We phoned again on Thursday and the person we spoke to then said they were waiting for Defy to give them their schedule and they'll come back to us. We phoned again on Thursday afternoon and they said it is now scheduled for repair on Friday and a technician will call us on Friday morning to make a time. Well, the technician never phoned. Phoned Teljoy again at about lunch time and they said they will check with a supervisor and come back to us. They never did and nobody came to do the repair. It is now Saturday and a whole two week's washing behind and absolutely no service from Teljoy. They are very quick to sign you up as a new customer but thereafter they obviously aren't interested in keeping their existing customers happy. They also promise that one could upgrade or downgrade your rental appliances at any time but when we asked to change to another washing machine, which by the way, would be a DOWNGRADE!? we were told that they can't do that for us because we don't qualify for that appliance yet??! And the washing machine we wanted to 'downgrade' to is the washing machine we wanted to rent in the first place but it was apparently out of stock then. If this is how Teljoy treat their existing customers we don't want to do business with them anymore and will be cancelling the rental agreement with them!!!!