customer care which doesn't care about its customers

i was at makro bought a hob and oven in 2015 November and had two year guarantee on these itmes which this means if i experience and faulty i can call the store and they can arrange evething on what i need to do to fix my faulty appliance now okay i called the store on the 18/10/2017 and i spoke to Johannes at Makro in crown mines we had the conversation which ended him saying he will be help me because he works with the appliances since this date i waited for his call yesterday i called makro again wanted to ask him how far is my cliam/application for the faulty appliances the whole day waited again for him to call me back as he was busy took my numbers and makro card number ********** 4 i have been more than being patient about this please help me with this issue