Extended warranty bad service

We bought a dishwasher on the 22/9/23 with a warranty extender. Then on the 15/8/20 I reported a fault and was promised within 48hrs a technician would phone and arrange to come do an inspection. After the 48hrs I phoned and was told in 72hrs will get a call from defy and email. None of that ha happened. As I'm writing this text I'm on the phone and they're telling me they need to check with service department and I asked to speak with a manager and told they all left, only one is on call. Operating hours of makro says close at 6pm. This is abhorrent bad service. I demand to have my dishwasher replaced or repaired by tomorrow,otherwise am taking further steps. In all my life I have never experienced such abhorrent customer service. This query needs to be dealt with and hope no else supports makro. I was holding for a manager and my call was dropped