Unacceptable Delay in responses and warranty repair

I am writing to formally express my frustration regarding the unresolved repair of our washing machine even with the additional warranty plan for 5 years.

I reported the issue on 5 January 2026 as the machine freezes between cycles. On 12 January, a technician named Eric visited and confirmed that the problem is the PC board. He assured us that the part would take 2–3 days to arrive and be fitted.

Today is 27 January, and despite multiple emails and phone calls, we have received no updates or responses. Calls to Makro Wonderboom Junction go unanswered, even after waiting on hold for over 15 minutes. We also visited the store in person, where Gloria/Loreal kindly offered to follow up — yet we are still without feedback or resolution.

This level of service is unacceptable, especially considering how essential a washing machine is to a household. I request an immediate update on the status of the repair and a clear timeline for completion.

Please treat this matter as urgent.