Makro online call centre FAIL

I purchased a fridge online from Makro and just could not talk to anyone at that call center.Their primary function is to answer the phone , it's got to be a room with just phones , no people.You can't tell me that one is that unlucky not to get a response on seven consecutive days . I fail to understand.If there is a explanation for this type of service , I would like to be informed please?I have actually waited on one occasion for about eleven minutes before the eventual engaged tone .