Total ineptness

After handing in my appliance (Ryobi) to be repaired/replaced under it's 2 year guarantee, Makro cannot give me a coherent answer back (after more than 2 months!!!) as to when I will get my appliance back. They note that their is a quote from Ryobi but how can there be a quote if the appliance is still under guarantee??? It is this VERY SIMPLE question that they have not answered in over a month. Makro's online presence is also TOTALLY useless. I queried a matter via their website and also went on Twitter last week...ZERO RESPONSE!