Poor service delivery

My mum experienced an issue with her washing machine that she purchased from Makro. She made a booking for markro to fix it as it is under guareentee. The machine was fetched on the 5th of March 2025, and was told it would take 1 week to fix. To date, have not heared anything from Marko or defy. It's been a month and absolutely zero updates or correspondence to let a pensioner with vulnerabilities, know about the status of her machine. My mum has made numerous calls and i made a store visit to makro with no resolution or any sort of clear update on the status of her machine. This is unexepatable and we have lost faith in the product, supplier and process regarding the washing machine and makro.