No after sales service

On 19 November 2024 it was reported to the national cutomer service centre that our Skyworth tv is not working. They gave a reference no. On the 23 November 2024 we went to Cape Gate Makro to do a follow up. Once again they could not assist and did a new fault registration. 4 Days later I sent through the pictures which was requested. After that I made numerous phone calls to both national customer service and Makro Cape Gate. What as waste of time. I even tried the WhatsApp no they gave me to try and get a repsonse. Not even the customer service centre could get through to Cape Gate. On 15 December I went personally to Cape Gate only to be informed that they can't follow up because it is weekend. They will only do a follow up on Tuesday 17 December 2024. It is now 18 December and still no answer from Makro.

When I was there on the 15th I asked the representative what about the policy about fixing items within 21 days. Apparently it does not count if you have logged a matter where they have to come out to you. It is only for when you book something at a branch.

But still I asked the representative what happens when something is not fixed in 21 days on she refused to give the answer on that and got agitated because I asked her whether she knew the policy or not. She could not or refused to give me an answer. I told her that I will escalate it to the manager.

How long must I be willing to wait for a repair or even feedback?