OK Furniture review: hisense washing machine top loader

My mom has a OK Furniture account she is 71 years old she is a pensioner which she took a Hisense Washing machine top loader 13KG it was 12 k it's paid finish and it's still under warrenty every thing she buys it's at OK furniture now the the lid of the machine actually the hintces is broken wich mean the machine can't function properly with the lid that's broken we have contacted OK furniture in Belhar even went there three times telling us the technician is gonna come wich they came check out the problem even took a photo informed us that the lid needs to be replaced wich they gonna do and report it we just need to go back to the store that is what we did waited 2 weeks no one came to replaces our lid we went there again to store told them that we still waiting wanted to know what's going on why does it take so long she said the technician never gave feedback or filed a report wich they had to start from scratch the assistent at OK furniture was very helpful and Kind her name is Kaylee the technician came the next day not the same people like the previous guys but check out the problem also to a photo same what the other guys did but this time it was a different story telling us the machine is under warranty but the lid is not included and my mom needs to pay cash for the lid from my point of view how te hell do you buy something at a store but not the full thing is underwarrenty you people are gonna replace that lid a pensioner who doesn't have money buying a machine for her convenience cause she is old must pay cash never I'm taking further steps with OK Furniture in Belhar Delft Western Cape