Poor service from customer care

Last year my husband and son got me the Xiaomi robot vacuum mop pro for Xmas. In Sept it started making a noise and sounded like the motor was taking strain. Contacted Makro who arranged to collect and send for repairs, this after I was first told to go check at a store what the returns and repairs policy said. Obviously this is not how things should be done. I received my unit back and was told they had replaced the motor. Ever since then the vacuum has not been functioning correctly. Cleans 1, sometimes 2 rooms and then returns to dock saying cleanup completed. I have reset the map, restored factory settings, deleted the app and device and reinstalled and still the same. Again contacted Makro and asked if the machine had been sent to a certified service repair centre. Received a response saying sorry the REPLACEMENT unit was not working right (I did not receive a replacement only a supposedly repaired unit) and they would check if the repair centre was a certified service centre and revert. This was more than 2 weeks ago. Sent message asking for status update twice now and in response get email asking me to rate their service??? Am I not getting a response because they did not use a Xiaomi certified service centre or are they waiting for the guarantee to expire so I need to pay to have the issue sorted?