terrible service from makro customer care

I called in too costumer care today to notify them that a washing machine i bought from the cornibia store early last year stopped working completely.... A guy by the name off Bona asked me so many questions about the machine and why isn't it working like he was from technical team ...then he asked me about the date and store even thou i gave him my card and id number but he puts me on hold for 5mins o so and then asks me a very stupid question about serial number on the back off the machine ...i told him i am not at home but at work he tells theres nothing that he can do even thou You at makro have all the details off the product because u are the people that sold it too me ....when you guys took my money for the extended warranty you didn't mention all this ,like the idiots at your call center the rest off us have to work ,so we all not gonna be able to sit at home and provide a serial number that is a silly sticker !!! This is a washing machine and its bound to get wet and damaged ...so how does the client get it ? Because clearly its not on the invoice Like it should be and also you guys don't seem too have any record off it.....i am gonna take this matter up further ,its a absolute waste off clients time when he /she has provided all documents needed for a claim