Bad Bad Service

We bought an Italian Design Chimney last year Dec which came not working, we call in the beginning of March for them to come replace it they told us we can be only assisted after they are certain the country wont be place under lockdown. Last week I called and logged a service call was given the ref 852125 and told the technician will contact us in 48hr's. Since then there's no communication, today I called to follow up I was on hold for almost an hour before the phone was answered, spoke to a confused lady by the name of Lebo who told me there's no job card logged with the service provider, I've asked to provide me with the contact numbers for their service provider which she honestly told me they dont have and there's no way she can get them. Fair enough she put me on hold for another 20 min to speak with her team leader to try get assistance, then she came back to tell me the leader asked for my email address he will revert back to me which I asked to be transferred to Him. I was shocked to be told company policy does not allow Her to provide me with the team leaders name, contact number and email address I am still shocked. What a horrible service I got, MAKRO please come and fetch your not working chimney and replace it with a new or refund us our money back asap...