Appliance Canada

I purchased a brand new washer/dryer combo for my mother. Firstly, when I purchased it, I was told that Appliance Canada does not disconnect or connect appliances, so I had to bring in a separate person to disconnect the old machines and then had him come back two days later to cpnnect the new ones-I have never had to to this with other appliance companies. Their delivery people always disconnected and connected new washers/dryers/dishwashers for me. Secondly, when th new appliance arrived, it was defective. The dryer on this brand new unit did not work. Whirlpool was very quick to send someone out to take a look, who immediately said a new unit was needed and that this would be done through Appliance Canada. They said paperwork would be sent Appliance Canada within 15 minutes. A day later I am being told, it will take 3-5 business days to process this, meaning my mother is without a washing machine for a week. All they can say is that this is their process. When you sell someone a defective item, process should go out the window and you should be doing everything you can to get a working appliance to your customer. The customer service agent could not even keep her story straight, one minute saying that the person who does exchanges received the notice about the washer, but is out of the office for the day so can't process until the next day, and then when I said that someone else should be able to process this in her absence the story changed and she they did not receive the paperwork from Whirlpool!! Which one is it? Needless to say, I will never purchase from them again and will warn everyone I know to stay away.