Game/ Russel hobbs bad service

Bought a Russel hobbs microwave in October 2019. In February 2020 it did not warm anything. Took to Game N1 store and i was told i have 2 choices, repair or assessment. Took assessment that should have taken 10 days. Over 2 weeks later, they still trying to get hold of Russel Hobbs. Even manager promised to call me back but everytime i have to call. All our electronics we bougjt at Game. First time we having so much problems. Is the quality of customer service getting worst? I noticed that Game is not responding on Hellopeter. ***5 is my assessment nr.