Poor service feedback received

I bought a Karcher high pressure cleaner from Game Mall @Reds in Wierdapark on 12/07/2014. On 16/05/2015 the machine stopped working. I still had the invoice and found the item to be under warrentee. I took the item to the store and spoke to Fikile , she informed me the item is older than six months and will need to be sent in for a report. Mark being the manager noted my disappointment as a customer and informed me he will follow up on the item once send in and keep me informed. Today I went back to the store , Fikile informed me the item is still with the supplier so I went to Mark. The next moment they produced a letter from the supplier that the item is uneconomical to repair. The next step would be to send it in to the head office and await feedback. As per the agreement once a assessment has been done and found to be a manufacturing defect(not stated on the report the customer can then opt to replace, repair or refund to be done. I was not offered this option. As to Mark he also did not get around to do a follow up as promised. Surely I would have tried to assist my client ,but this never happened. I hold service high and feel I did not receive it from Game.