No Service or Quality

We bought Defy Fridge/Freezer in Feb /march 2018. It breaks down in Oct 2018 and is repaired. It breaks down yesterday and i call Makro to request someone to come out. Iogged call and promised a call back within the hour. i call back after an hour and am told call is logged, she will investigate and call back in 2 mins. Nothing. I call the next day and am told NO calls were logged yesterday. 20 hours later now and no call back or response from Makro.