Makro customer care has BAD service

We bought a tv at Makro and took out the extended warranty,when we got home the tv was giving trouble we called them and they referred us to the contracted tv repair team that arranged pickup the tv was with them for two weeks when it got back still the same problem.

I phoned Makro and talked to a manager at customer care informing him of the situation and asked if we could drive the 250km to the nearest Makro to exchange the tv but he must send me a email confirmation stating that it is in order to do so,he even phoned Makro crown mines to confirm. When we got to Makro crown mines the manager there said we spoke to the online sales and not the instore manager.

We drove especially for the tv and we had to turn around and go back home with the broken tv.

I do not understand what is the point of arranging with them if this is the turn out, for the last week I phone Makro customer care to try and resolve so that they can deliver a tv and take the broken one back but each day I am promised that a manager will call me before end of business and each day there is no manager calling me.