Horrible Customer Service and no support

I have had the worst experience ever when I purchased a Samsung washing machine from Makro and even spent R759 extra to take out the extended warranty. In October 2021 my machine all of a sudden started to make such a loud noise when the spin cycle is running, that it seemed like the drum might jump off the brackets and cause some serious damage. I contacted Makro and waited almost a month before I got a response from them. They instructed a technician (Panaserve) to come "take a look" at the machine. Did not tell me they will remove my machine and take it to a workshop. They arrived on 13 December 2021 and left with the machine. 15 December 2021 the quote was accepted and they informed me they are busy with repairs on the unit. On 23 December 2021 they delivered my machine, when they ran the test it was still not fixed. Same loud noise, drum still very unstable. They took the machine back with them again. They returned the machine on the 11th of January 2022 (Yes, I was without a washing machine the whole Christmas time when I had family over too). They ran a test cycle again, same problem and same noise. They took it with them AGAIN. This time they had the machine for more than a month. I had to check in numerous times to hear what is going on - every time they had the same excuse "we are just doing a few last tests". They eventually returned my machine on the 17th of February 2022 and ran another test cycle, and again...same loud noise, very unstable drum, and a new squeaking sound came with this time as well as a whole lot of scratches all over the surface of my machine. The technicians then told me they cannot take the machine again, as they have tried 3 times to fix the unit but was not able to repair it. Now I sit with a broken and scratched machine and no response from Makro?? This is ridiculous. Why do you sell an extended warranty if this is the way you treat your clients when they actually make use of the warranty when the appliance breaks?