Extended warranty - no response, no service

I bought a Defy washing machine in 2020 and took an extended warranty which expires in 2025. The washing machine has started to give us a problem, so I contacted Makro about the way forward. It has now been two weeks of no responses to emails, calls with no solutions, escalations to management, and someone on a call responding with 'oh my God' On Friday I was told the repair would be done today (Tuesday) and nothing happened. I called the service center TWICE only to be told it's being escalated to head office AGAIN. I am EXHAUSTED from chasing down Makro. This service level is absolutely pathetic and shocking. From my experience, Makro is quite slow to honour their warranties which is concerning as they are trusted as a retailer for large appliances. I will never support them again.