Bad client service Makro

I recently bought a washing machine. When the plumbers came to install the machine, they saw that the brand new machine was broken. I contacted Makro and ask them to replace the machine. It has been more than a week and nothing has been done towards the situation. I'm extremely upset and unlucky with the service of getting the machine fixed. If I buy a new washing machine, I would expect it to not be broken. And if so, for them to replace the machine, they gave me. It's an extremely expensive item that I waited a long time to buy all that I want is for them to give me a product that is not broken and to replace the machine they gave me with one that works.