Makro - Bad customer Service

I bought a Airfryer from Makro online, it stopped working and I send a email on the 1st of February 2025. (Waited 10 days for a response....) However, I received the following response: Please be advised that the Milex 23 l Airfryer Oven with Rotisserie is subject to 1 year Service Guarantee. Therefore, was under warranty until the 1st of February 2025. The service will be charged should the item be booked in for repairs. Kindly return the item to the nearest Makro if you wish to be quoted for repair.

I did just that, I took the appliance to my nearest Makro store ( Wonderboom in Pta) to be quoted for a reapair. They were not helpful at all, and t just told me : "So sorry but it's not our problem". We just sell the product." I showed them the email, etc, but they just said they cannot assist??

How on earth is this acceptable customer service?