No Service from Makro

I bought a Defy steamcure from Makro Montague Gardens about 16 months ago. the machine packed up on the 31st December. Due to the holidays I contacted Makro National call center to have the machine repaired under warranty. As I am now living in Mossel Bay The Defy agent only came out to me 2 weeks later. He needed to order parts and due to the fact I was away on business he only came to me on the 7th February. The replacement PC boards did not solve the problem on the machine and he indicated the machine needs to be replaced. He confirmed with me his report was submitted to Makro on the 8th February. On contacting the call center repeatedly since then they say the report is not at Makro. All I get is an apology and nothing is happening. I need this sorted out as it seems I am getting the runaround from your call center I currently have to use a laundromat which costs me around R200 a time.