Bennett Read 7kg

I purchased the Bennett Read 7kg washing machine on 2 August 2025. On 10 February 2025 white smoke came from the machine. I contacted Tevo. They told me I must take the machine to Matroosfontein. I informed them that I don't have transport, that is the reason I purchased the item online. She told me she will see what she can do. On 12 Feb no feedback. On the 13th they came and picked up the machine, on 19 Feb machine still not fixed. After emails send, I finally received the machine back on the 22 Feb, still not working correctly. On 23 Feb I wrote another email stating the problem, they told me they will escalate the matter to their service department and managers. On 24 Feb I asked for feedback, no reply. On 25 Feb I asked for feedback, no reply. Until today 11 March, no feedback or reply. For more then a month I am struggling with a faulty machine. I asked them to replace the machine or my money back, no reply. Is this what they call service?