Very Bad Service at Makro

I am not happy with the service that I am received from Makro. I returned a play station for repair together with the copies of my extended warranty on the 04th March . On the 08th March I received sms that it has been sent to the repair agent for assessment. On the 18th March I received another sms notifying me that is ready for collection and I went there on the 20th March to collect it. To my surprise when I arrived I was told that I have to pay R3200 for it to be fixed hence at the first place when I returned it I submitted copies of the extended warranty. Ok fine they apologies. On Sunday 2nd Apr I received a call that the store's warranty department indicated that I had claimed it from another insurance company. I disputed those allegations, and I was told that they will get back to me once the matter is resolved on Monday the 3rd April, that never happened. To my surprise on the 05th April I received a call from the service provider appointed to fix the play station asking me whether I have the item with me or is it at the store. That tells me that from the 4th March till 5th April it has not yet reached the service provider/ technician for fixing of which is a month now. I was never told that when I took this extended warranty that I will have to wait for this long to get the item to be fixed. Whatever challenge that marko is experincing with the insarance company does not have to affect me as their client. I don't have a contract with their insurance company, I have a contract with Makro. I am really disappointed, my child has been waiting for his play station every time he asks for it. I sent an email to Makro regarding this issue they never bother to respond to me.The service provider or technician phoned me on the 24th of April notifying the item is fixed and ready for delivery but this date 3rd May I have not yet received the item back. I don’t even know how to explain to my child any more. Very bad customer service what they know is telling people to pay extra money for additional years of warranty whereas it will take for ever for the item to be fixed.