Samsung and makro

I bought samsung washing machine 14 kg twintub at makro montague gardens cape town on 2 January 2018. The machine is under warranty till 2 january 2020. Since i bought the machine till now it broke down 3 times. [Spinner] Samsung came out and fix it every time it was broken until it 4th time i was promises that i would get a new machine if it broke down more than 3 times. I contacted makro of wich they told me that they will give me a new machine and they will contact Samsung. Samsung contacted me and told me that they will send a technician out but the technician told my wife this is the 4th time it broke so samsung is suppose to give a new machine and he left. Few days after that Samsung phone us and told us that its negligence on our side and we demage the machine. We have to fix it our selfs. Makro dont know what to do. I am very disappointed im makro because the have to deal with samsung and we bought the machine at their store. Samsung very very disappointed as well becuase we have a automatic small top loader that never ever gave problems. We have old top loader for more that 15 years. Never a technician touch that machine ones. How can Samsung say that we negligent. We were stranded but luckly for us we still had the old machine, unfortunately it uses alot of water. If we had to give or got rid of tge old one. I dont know what we had done because we a very big family. The only reason i bought the twintub was because my family is big and to save water of which we were force to by city of cape town and western cape government. For the drought we were in. While the egnoring both samsung and Makro im suffering big time.