No after sales service from Makro

We bought a washing machine at Makro on 26/08/2018 - -4 weeks ago the washing machine stop working. As per warranty agreement we logged a call through Markro call centre *** as usually they promises a turn around time of 48 hours. We are now 4 weeks later with a number of promises and the washing machine is still faulty and as promised no one come to fix the washing machine. Question: can I request for refund or replacement if I take the washing machine back to Markro Struben Valley? My contacts are attached on the ref.....