BAD AFTER SALES SERVICE

We gave our microwave (1 year old) in to Hirsch's Springfield as some buttons on the keypad stopped working. They supposedly sent to the supplier (Samsung) and returned to us after 9 days assuring all is good. Once home the said buttons are still not working. My husband called asking for a way forward. Some 4 hours later no response. He's now taking the microwave back to them. It seems that "after sales service" is greatly lacking. With the high cost of petrol its ridiculous to have to travel back and forth. I believe that if they unable to fix the microwave then either refund our funds or give us a new microwave. What businesses need to understand that they are obliged to give exceptional customer service. This lack of service is not to be tolerated.