Poor service. Ongoing delay and lack of support.

My parents bought a Bosch Fridge at Makro Polokwane 22 November 2021. They took an Extra warranty for 2 years. Last year July the fridge stopped working. Despite my dad visiting the store 5 times, he has not received the necessary assistance. On Saturday I decided to accompany him and the lady who assisted us promised to call on Monday. Today it is Wednesday but still no call or whatever communication promised. The fridge is still under warranty, and we have produced all the necessary documents since the first day my dad visited the store last year. We are extremely disappointed with the level of service received, which has been unacceptable and very poor.