Terrible after sales service from Makro

I cannot believe Makro. I purchased a Samsung 13kg top loader washing machine on 4th August 2020. I used it once and noticed something was wrong... It sounded like it was going to take off. Contacted Makro national call center Tuesday the 11th August and was told that a technician from Samsung would have to come out. Now almost a week later I'm still waiting. Then contact the call center today Monday the 17th, give them my reference number. The guy then says that maybe I should contact Springfield store. So I call them and they tell me they have to log a call with Samsung. Really... I'm being held hostage by Makro.