Pathetic and dishonest service rendered at Makro Amanzimtoti

I purchased a washing machine in December 2021 with an extended warranty up to 10 years which landed me an additional R1000 at that time but seemed well worth it as the sales consultant named Joash strongly convinced me that should any problem arise I just need to contact the store and my machine problem would be resolved cause I was covered totally,in less than 2weeks the machine started getting very noisy and sounds unbalanced when spinning so I called the store to notify them,they then contacted Samsung directly and a few days later,then a Samsung consultant calls me and I explained him the problem with the machine,he tells me that I need to lift the machine and remove a bracket that is causing this problem and that the machine don't need this bracket,I told him firstly I bought the machine with a warranty plan so that I would be peace of mind not that I still need to now be a technician on my own appliance,so I refused his request and told him to send out a tech guy,I further told him that it sounds unprofessional of him to even ask such a thing from means since when appliances come with extra parts,he then said that he would send a guy out in about 3-4days,I told him that I would not run the machine and cause any further problems till the guy comes out,though this inconvenience is now getting lengthier and the time passes,finally a guy comes out and calls me at work to tell me that he removed that very same bracket with the same story of its not needed ,that if I need a replacement it costs only R80 which is not covered under warranty,I told him I was advised that the machine was totally covered,no it's clear that it was a bunch of lies just to sell the warranty to me ,just imagine R1000 out of pocket for lies over an above the machine cost of R7500,it's not easy to just overlook R8500 in under 2 weeks based on a 3rd parties judgement,so I decided to call the nearest Samsung agent in Springfield and after furnishing them the details ,they advised me that the part costs R450 ex vat and this bracket also supports the upward motion when the machine spins due to it being a wobble model machine,so the question to myself was,are makro and it's "supplier techs" ******** and lying to customers to generate more income for the store,so I decided to call the store again and furnish them with all of the above that has transpired,they advised me that a consultant will call me soon,since then I have been calling the store ,emailing,leaving messages for them to resolve this matter urgently as I don't wish to further use the machine without this bracket ,they then told me to use it as is until the complaint was resolved,now almost 3 weeks later they have contacted me to say the claim is rejected based on the technicians report that stated the machine was used with a polystyrene base that caused the damage,so I asked them for proof of this,then they sent me a picture of a few polystyrene crumbs on the side of the machine which was left in a tiny gap when opened the packaging to slide machine into the space I accomodated for the machine ,I told the manager Pat Naidoo that this is irrelevant to the problem and that the bracket was situated under the machine not on the outer side ,that a few crumbs cannot break an aluminium bracket,if maybe it was the large polystyrene base supp**** still left on I would maybe understand but due to height constraints it was removed as the picture showed clearly,she then told me there is nothing more she can do and eagerly ended the call,I emailed her further my unhappiness or the entire experience received from them and asked for her senior management details so I could escalate this further,she responds that all parties were already copied on previous communication,so what does this mean based on a tech telling what he assumes,they now throw customer satisfaction out the door together with warranty claims and promises,the same tech that has inadequate proof of his assumption and also advised me the replacement part is R80 when it's actually R450,a very big gap in judgement indeed,this is utter nonsense,I will not leave this matter and demand a refund/replacement machine and compensation for all my inconvenience for the past month, truly pathetic service and judgement,no customer satisfaction and consideration whatsoever.