Makro Care - no they don't

On 29 Nov I reported that my Xiaomi Vacuum Mop Pro was not working correctly after it had been received back after faulty motor was replaced by the supplier towards the end of Sept. Asked whether the service provider was an approved Xiaomi service repair centre and consultant undertook to get back to me with answer which she never did. Requested status update on 3 Dec and again on 10 Dec - received automatic response mail both times to "RATE SERVICE" - what a joke. Posted review to HelloPeter on 12 Dec and the next day (13 Dec) was contacted to say unit would be collected from me same day (only collected 14 Dec). On 15 Dec received another email from a different consultant addressing me as Jade: "Kindly advise on the reason why you would like to return the item and also, include a picture of any damage sustained during delivery. Please confirm the collection address where we can collect the unit and advise when you will be available for us to collect the unit. Kindly confirm if you looking to be refunded or you would like a replacement sent out.". Same day another email from yet another consultant: "Please note that your REPLACEMENT UNIT (second instance that REPLACEMENT UNIT was referred to and never received a replacement - only a repaired unit) has been collected by the couriers and currently in transit. Kindly see the below tracking details with the estimated time for delivery. What the??? Very misleading email as I assumed this meant that they were replacing the unit as the mail did not state "IN TRANSIT TO SUPPLIER or mention the supplier anywhere in the mail". Supplier called today to ask what to do with my unit they had received??? Due to Makro Care's incompetence and lack of response to mails, unit is now out of warranty/guarantee (expired on 14 Dec) and they will not be checking for fault. If Makro had followed up and responded as promised to my mail of 29 Nov, this would never have happened and unit would have been sent to supplier to be checked for fault!!! Late afternoon today received a mail to say my unit had been collected from the supplier and would be returned to me.