Makro does not honour extended warranties and does not store legal contracts

I purchased extended warranties on two Defy air conditioners for R1 680. I recall these being 5-year warranties. It is now 4 years later and the units both stopped working - so well-within the covered period. I sent the Woodmead store proof of purchase of the extended warranty, I shared that it should be a 5 year warranty which also matches to what the Makro website states. They refuse to honour their obligation, citing that their records show the contract has expired and that I must show the original contract to them to get any further service.

The problem with this is that I was never given a copy of the contract, I was told that all I had to do is to reference my proof of purchase. Makro has the legal obligation to store original contracts through validity period and for a few years beyond - it is the law. I kindly informed that I'll have to take it to the ombuds, given that Makro either refuses to or cannot provide me with a copy of the contract to show me if I am mistaken. If I'm wrong, then please show me and I'll accept and apologise.

Nobody cares at Makro and there is zero interest in helping customers.

If my contract has expired and the extended warranty was less than five years, it seems a very simple solution is to show me the original contract or a copy thereof -- but no, Makro rather brushes it off and ghosts its customers after refusing to share the contract (if they even store contracts).

We're going public and to the ombuds then. I wish I didn't have to, but this is a matter of principle...what a waste of everyone's time.