Appalling Service on request for a repair on a washing machine still under warranty

I purchased a Defy front loader washing machine in September 2025. I followed all the correct channels to request a repair . The cycle selection is not working nor is the spin function. I was contacted yesterday regarding a technician call out. I raised a query and was told I would be called back. Thank goodness I didn't hold my breath. I tried to contact Makro again and was told by the customer service rep that I could not contact the complaints department where the repair request was lodged but would have to wait till Makro contacted me. This is not the first time I've experienced lousy service from Makro. I will never purchase an appliance from them again. I will rather pay a bit more and get decent service. Shame on Makro for causing such frustration.