Fridge under warranty

Good day We have a 5 year warranty on our Samsung Fridge. There seems to be a problem with the motor. I phoned Makro on Saturday and the gentleman said he will arrange for someone to come and fix it. I phoned again Monday afternoon as well as email the service manager and I phoned again yesterday, but still no indication when it will be fixed. A fridge should be prioritized above a TV repair for instance, as the food can go off. Today is Thursday already and still nobody has contacted me to repair it. Shall I contact Samsung directly and let them invoice Makro.?Ho long shall we have to wait before the fridge is fixed? Thanks