Horrific customer service by Makro Online

Extremely disappointed in the online support of Makro. I purchased a Defy washing machine in Dec 2022. Since the first time I used it, it was faulty. A Defy service consultant came to check the machine and confirmed than a part is faulty. He advised that I can either repair it, or refer me back to Makro to get a replacement. I chose to rather get a replacement as I did not want a repair on my brand new machine. Makro have failed to resolve my issue for which I first enquired on 25 January 2023. It is now 8 weeks since my first email. Online support takes between 5-11days to respond to my emails. They now want me to return the machine to my closest branch (which is 640km from me) on my expense. I don't understand. I bought a faulty machine from Makro. It is YOUR responsibility to give me what I paid for. It is that simple. I will never ever buy anything from Makro online again. The people replying to my mails are clearly not trained. The quality of emails are shocking and often their sentence construction is so bad that I don't even understand what they are saying.