Makro agents has no knowledge of processes

Where do I start! My Toshiba washing machine broke and I have been trying to log the Incident with Makro since the 24th of May. The Toshiba frontloader is not even 2 years old. I called every second day to find out what's happening and everytime I call I was told that it was not logged correctly. I have send multiple emails with pictures and serial numbers. I called again last week en the agent told me everything is fine and they are working on it. On the 3rd of June I receive a mail that the service team is tending to the incident. I call today just to be informed that it's not logged correctly and there is a app where I must log it as Makro can't help me Toshiba must do it. They will send me a link then I must log it. After 2 weeks without a washing machine. Now it's logged on the link and now I must wait again. Lesson learned. Never ever purchase electronics online!!!! Especially at Marko!!! Meanwhile my washing is pulling up. This is really horrible service.