Pathetic after sales service from Makro Online

I bought an inverter from Makro online in the beginning of February. In March it gave problems.I thought I could just go to Makro for exchange/refund /assessment. They told me that I needed to do the return also online.I wanted an exchange as it is still under warranty. I logged an exchange on the 8th of March for the 13th.Nothing happened. I sent a mail.They rep**** asking for the serial number which I didn't understand as they had the order nr etc.But sent it anyway.Sent a few mails requesting feedback with no answer.Still nothing.I phoned and then got reaction for a pick up the 28th not an exchange but assessment.Have waited till today the 11th of April for feedback.Phoned customer care AGAIN.Had a very helpful assistant. For him to find out what was going on I had to stay on the line for 30min.The only detail he found was the pick up date.No further update.He said he would follow up I must just give him an hour or so.Phoned him again 3 hrs later when he informed me that someone from the place where it was delivered to said they would phone me.That my inverter only arrived by them on the 3rd(So where was it from the 28th to the 3rd)It takes 7 to 10 working days to assess.And with all the public holidays it means about the 21st.Then I would only know what's wrong.That they have a backlog etc etc.All excuses for them slipping up.The guy at customer care said they should have followed up.And he sees all the mails that I sent trying to find out more detail.Pathetic after sales service.I have now requested a refund rather than wait even longer.Reading some of these reviews I wonder how long that will take.I have a matriculant as well as a student that needs to be able to work in Loadshedding.But what do they care