Bad customer service

I have been trying to log a repair request on line and every request fails , people assisting me tells me about technical issues each one I get it's a different story. Why am I not being assisted I mean if there are technical issues on your side you need to make sure that you assist the customer until the query has been resolved. I now need to speak to different people but still am not being assisted. I. The meantime the warranty will expire because I cannot be assisted. 1st call logged was on the 2nd and am still waiting for a response from them. The console was bought at makro now am being told I need to send the query to Xbox how when they are not responding, yet the purchase was made at makro and they need to take accountability I paid them. Can someone please assist if I cannot be assisted can I have my refund from makro. I mean R1600 is not child's play there should be evenues to try and resolve such not to be told that they cannot assist, what is that?