numb by the Buy and Get Promo service one receives

I bought a washing machine from Samsung and qualified for the Buy and Get Promo. Registered and everything. Problem is their call centre who cannot service me the way I should be. I don't know why the agents are so slow and inadequate in their job. Fortunately I have been speaking to one person on the call centre for my assistance (who I will not name here). First of all, to get to the call centre agent, you want for literally over 10 minutes on the line and that person who responds is gonna keep asking you to hold on and you don't even know what you are waiting for. Call ends with no resolution. I want to use the voucher for a Protea booking in East London which is now called Kind David Hotel. The request hasn't been fulfilled till today and I'm think of giving up. I bet saving my airtime for calling them would amount to me booking the hotel myself. Its sad how we have to compromise ourselves to get proper service with a result. I am sitting with no booking of flight or hotel as of now