Bad service

I phoned Makro on the 14 July at 09:30 to report that my TV is not working for a second time in one year, The lady said that Samsung will phone to make a date to repair the TV in the next 24 to 48 hours. I phoned again on 19 July at 09:45 to say that I have not received a call. The lady said that she will phone then and come back to me, it is 16:19 and I have heard nothing. Can someone please let me know what is going on. Also explain to me how can a TV twice is one year, we don't even have the TV for 2 years. This is unacceptable.