Incompetence at Makro National call centre

I have an appliance now that is in need of repair under warranty for the third time now ....tried calling the Makro national call centre to login in and get the ball rolling .Problem is that the two consultants( one of which is named Charmaine) that I spoke to are completely unaware of how to deal with my query / fault logging.It was terribly disappointing to have to hang on while she tried to figure outlaw do deal withy issue .Makro management should definitely look into hiring the right people for the jobs that they undertake to do because to affects the way we now see the company .