Breach of contract

I bought a Samsung side by side fridge and pay for extended guarantee. I called Makro Strubenvelly about fridge having a lot of ice build up and water coming out underneath. They sent a technician who later review more problems on a fridge that was beginning February. I've been calling makro every day following up on my case whether they will fix it but with no help. Spoke to Peter 5times and always say let me phone Samsung and will call you back and never call back. Spoke to his supervisor Anna and guess what same story and she promise to call me and never call back. Why did makro promisedo that if I pay for extended guarantee they will fix my appliances as per contract agreement and now failing to honour it. What more must I do to get my fridge fixed as even their supervisor has failed me in this regard