No human assistance available

Have a faulty washing machine that I bought at Makro. Makro registered a service request with Hisense and I have received NO service. I called the call center this afternoon. Held on for 20min before the call was connected to a Human. This human then took my reference number and put me back on hold for another 15 min. I ended the call after getting no response. Where are the Humans? Where is the customer service?