customer service fail

I bought a AEG frontloader last year July 2017 from Makro and on the 14th of July this year 2018 the glass of the door of the frontloader shattered without uaing the machine. I went to the store and report the problem with 1 of of the floor assistance of which he told me that an agent need to come out to assess the machine which did not happen. An AEG agent called me back but did not come out to assess the machine and order a new glass for the door but is uncertain of when the repair will be done. my argument is that without an assessment how can they detertime what cause the glass to shatter in the first place. I have a 3 year manufacture gaurantee on the machine without anyone exlaining the term and condition of the warranty. Its been a week now without doing washing and the repair part could take even longer. According to my reaching if you have a product in a gaurantee period the store should replace or refund you. In my case it is a 3 year gaurantee period and now Im fighting for my replacement of the item or a refund.