Poor after sales service

I bought a washer from Makro online and discovered that the appliance is not working. I have spent at least four hours with Makro getting transferred from the appliance department to the online department because "it is the other department that is responsible". I was finally told that the manager in the appliance department will respond to me when he gets a chance as he spends most of his time on the store floor. I also had people take my details promising to call me back but this hasn't happened. I just need a replacement as soon as possible from the Makro online or Woodmead team. Makro has lousy aftersales service. I hope Takealot starts selling large appliances soon then we will not have to deal with such poor service.