Trail Appliances

It's very sad that our builder, Slokkerwest, uses a company with such poor customer service. We had an issue with our appliances and the builder spoke to the technicians. Sadly, he came with a really terrible attitude. My husband is a very calm person under pressure, but yet, this technician was raising his voice at him.
The problem? Our dishwasher is horrible, putting it mildly. It doesn't wash clean, doesn't dry and the water with all the calcium, stays on, white and ugly. We use a certain type of dishwashing soap that we have used for years with our other dishwashers and it comes highly recommended. The technician came demanding (yes, demanding) that we use finish dishwashing soap for our dishwasher. We were only explaining to him that we had used this soap on other washers with no problems, and that change is good but why a certain type of soap? His response (not quoting verbatim) was that if we didn't want to listen to him, it was our business. I was shocked, as all we had asked him (after listening to him) was whether it was compulsory that we only needed to use ONE type of soap, and his tempers flared. I'm glad he couldn't say the same for the terrible washing machine we were given, as he saw 5 different kinds of premium washing liquid bottles, all unfinished, in our washing room, yet the appliance was not working. I had to tell him 'No need to yell. We are not arguing. We come in peace'. I am certain he will do the same thing to another customer. We'll talk to our builders and we hope they replace these appliances which by the way are only over 3 months old. I won't advise anyone to get appliances from Trail. And even if the appliances were OK, the customer service (as exemplified by the service tech we saw yesterday) isn't!
Update: This Update is written after the company response below.
We have called Trail appliances a second time after we used the 'FINISH' dishwasher and a rinse aid. The dishes do not come out clean, except of course if they went in clean. The rinse aid dries the dirty water onto the dishes. The technician from Trail wrote in his report that the unit is working properly! He did not even take a second look at it when we were showing him how the dishes look. How could he possibly conclude that the unit was working properly? No checks for water pressure, or to see if enough water is going in, or something...
By the way, there is a rubber flap coming down from the dishwasher and this shows that something has not been properly installed as in the picture. But no, they won't agree that anything is wrong with their installation.
My husband has called them a second time and they redirected us to Samsung, who have re-directed us back to Trail. We will follow to see where this leads!