Bitter after sales experience after shopping at Makro

Last year I purchased a lot of appliances from Makro for my new home that was being built at the time. I just moved into my new home this week and unboxed some of the appliances. Unfortunately the Defy hob with 4 electric plates and 1 gas plate was faulty. The hob comes on and works but the control panel to vary the heat settings is faulty. It has been a nightmare trying to log a fault with Makro telephonically and I was forced to go into the store to log a fault. A few days later, a representative from Makro calls me to ask for a COC certificate for the gas installation for the hob. I advised the representative that the gas part of the hob was not connected and that the problem was with the electrical component of the hob. I was advised to get a gas installer to connect up the hob that is faulty so that I can get a COC certificate so that they can process my request to get a technician out from Defy. this makes absolutely no sense to get a gas insataller out to connect up faulty appliance , that will later be disconnected by the technician to do the repairs. Then I would have to get the gas installer back for the second time once the hob has been repaired . Who is going to carry this unnecessary cost????. I was put through to the Service Manager Mr Mohamed Nasif who I thought may be a little more helpful and understanding, but to my dismay he was outright rude and said that I cannot my money back, neither will I be able to get a replacement unit and on and on and on, when I did not ask for my money back or a replacement unit. I mentioned that I just wanted my unit repaired and in working condition. He was blatantly rude and said that they were just following on protocol and that I should have read the user manual and if I didn't get the COC certificate, they will never get a technician out to me. I fully understand protocols but each case has to also be evaluated on its own merit and not a one size that fits all. I think that customer-facing staff and customer-liaising staff at Makro need to be better trained and skilled in resolving customer complaints and disputes. By the way still sitting with a faulty Defy Hob in my new house with no news on how to resolve it