POOR BACK-UP SUPPORT

I purchased a brand new washing machine on 6 May 2022. It was delivered on 7 May 2022. The installation was done 100% according to the instructions in the book. The machine was making a noise while it was off (power was on). The drum clean was done and still the machine was making a noise. I tried a wash cycle - the machine let the water in and that was it it did not want to wash. I brought this to the attention of Makro and they put me in contact with Mastercare to have the machine assessed and fixed at my premises. Today, 12 May 2022 and after numerous emails and calls, Mastercare is still to come to assess the machine. I feel that if I purchased a new machine, why must it be repaired in order for me to use it. It should be in 100% working condition. The least Makro could do was to replace the machine immediately, but now I am waiting to have it fixed. There is something wrong with this and I am not happy about it. I have paid for a new machine and expect it to work first time. In the meantime I have been inconvenienced for 5 days as I am not able to do my washing.