NO CUSTOMER SERVICE

I have a gas oven bought through Makro which has been problematic and which I have been trying to get assistance from customer care to come out and see what the issue is. It is not yet a year old. I have filled in the online customer care form - no answer to that. Ive called and the person who was meant to be able to assist was on lunch and am still waiting. I have also tried emailing the customer care email which is on their website and that returns saying there is no such email address - all points to be a seriously lacking backup service and customer care which is more than a little worrying!! What is the issue and why can we not seem to get assistance??