Appalling service from Makro Crown Mines Appliance Salesperson!!!

So I called today to report a washing machine that's not working in my home. My husband purchased this machine last year but I can't recall the month or exact date. Funny enough the contact center can't recall the invoice on the system with the makro card used, secondly I was helped by the contact center and they asked me to call the store directly which was Crown Mines and get the invoice from them on their system as the item was purchased from them. Mind you it's a Whirlpool 16 kg washing machine, which costed about R14000 and funny enough they can't pick up the invoice on the system. So I called crown mines and the switchboard put me through to the appliances department, the salesperson there told me straight that if the contact center can't track the invoice on the system then there's nothing they can do. This machine is not even a year old, it's now been sitting for almost a month and it's not working, yet I'm told there's nothing they can do!!! Is that what customer service has become now??? So who pays for this repair coz certainly it won't be me, why was the sale person so rude without even trying to assist me??? He didn't even bother to go into the system to try and assist me the way the contact center person did?? Can someone please assist as this is nit customer service as far as I know