Bad customer service

Very bad service from Makro. I bought a hisense 12kg washing machine on the 29/03/2022. The machine has not dispensed the softener ever since. I log a call with makro online team ans they send a technician on the 8/08/2022. When the technician get here they tried using the machine and they started making calls and came back to me to say the machine came with a factory fault. I called makro call center twice this week with no1 coming back to me. On the 25/08/2022 I get an email stating that I refused for the technician to repair the machine. The service is pathetic. Why would I take a day of and long for a technician to come to my house then refuse. I then get an email with no apology to state they have confirmed the machine has a fault. Still no Apology or a way forward for me. Log ref no ***