Bad service

This is the second time I am complaining about the same thing. Ref ***. My Ryobi **** trimmer is still at Makro since Sunday 23 August. Had to resort to Hello Peter to get anywhere. Got some calls but the last call was Friday telling me it will cost a certain amount because the bump head has caused the problem. How do you retrieve gut without bumping it that is the way the machine works. To tell me nearly a month later that I must pay to fix it. No one is taking responsibility for my machine. I need my machine back working or replaced with a new one. Makro get someone that knows what they doing and takes pride in there job to respond not just some call center