Makro refusing to assist a client in pick up of a defective unit

In June of 2020 I purchased an inverter from Makro Woodmead. I did not ask for the unit to be delivered, I managed with the help of helpers to get this 50+ kg unit up the stairs into my unit.

This unit is now defective and I went to Makro to ask if they can please collect this unit from my place, as I had a shoulder operation and no help to get the unit down the stairs.

So far they refused. If the unit wasn't delivered, they can't pick it up.

How this is even a thing I cannot understand. As a client I need a repair. If I cannot bring the unit to you and I'm willing to pay for the pick up, why can't it be done?

This rigid application of arbitrary rules is not client-centric at all. I as the customer is most definitely not your priority here.

The manager did say he will see what he can do, but the fact that they cannot see reason and this has to be escalated is beyond me.