Defy microwave

I bought a Samsung double door fridge and 2 Defy microwave by OK,within its guarantee period the microwave broke and I went to the store to report it and on numerous occasions the stock clerk promised to send the Defy agents to my place of which that never happened. I requested to see the branch manager whom I couldn't stand his rudeness I then escalated the matter to Chris who is the area manager still got no joy as by this time the guarantee period was almost finished. He instructed me to take the microwave back to the store last year already, when I got there their auditor advised I be given another microwave but still needed to discuss that with chris ,it proved fruitless and I had to call the headoffice and the complaint was registered, yesterday I received an SMS stating my complaint was resolved, I called them and this lady told me they were instructed by Chris to close the call.I'm still amazed and disturbed as they have both the microwave and my money.Assist please.