There is no urgency in fixing or replacing. They will make you wait!!!

My Defy washing machine has been broken for almost 2 months now. I have spent so much buying airtime to call multiple times a week, sometimes multiple times a day and there is absolutely no urgency in attending to my matter. There were at least 4 instances where I called to get an update on whether my machine would be fixed or replaced and the agents would have no clear answer and would say they would call me back and they never did. Processes need to be evaluated and enhanced. Agents need to able to update a client on why there are so many delays and what's happening in the background, providing the agent my details should be enough for them to tell me what the issue is. I am so so disappointed in Teljoy and Defy. If they are partners why aren't their systems speaking to each other. This was the most frustrating customer service experience I have experienced. The people I have spoken to were always pleasant and apologised for the delay but that doesn't change my experience or how long I have had to wait to get a washing machine.