Makro's return policy and process are dysfunctional

My sister bought my mother, who is a pensioner, a washing machine on 25 June at Makro in Umhlanga Macro Cornubia. It only worked once and then died. She has been tying to get it returned to no avail. The returns call centre is practically not working, my brother and I have been taking turns trying to call. My last call was 1 hour and 13 minutes and no one picked up. Why have a call centre when no one is willing to answer calls? The sad part is that my mother has to wash clothes by hand is exciting winter chill, even though she has a washing machine (dysfunctional) that she bought at Makro. A colleague of mine had a similar problem with a washing machine. She had to dump it at Makro's door to get their attention. I don't understand why they offer a returns policy if they are not bothered abiding by it, or is just window dressing?