Worst after sales support I have ever experienced

I cannot seem to understand how it is even possible for a business such as Makro can continue doing business if their standard of after sales support is non existing. They are so quick to sell an extended warranty to their clients but when the appliance gives a problem or breaks, they are not supportive at all! I have been struggeling since 18 October 2021 to get a response from Makro to resolve this issue. My washing machine is broken and is covered with an extended warranty but it is a slow and extremely frustrating process. I am still waiting for feedback from Makro on what steps I should take to get a technician to come and assess and fix the machine. I have been without a washing machine since 18 October 2021!!! Why pay so much extra for extended warranty if this is how they treat you when you have a claim? Christmas is around the corner, then I guess the excuse will be "wait for the new year as all the technicians are closed for christmas". This is really not the after sales support I was hoping to get from Makro. Really!! How do they expect anyone should just be happy to be treated like this??