Samsung Dishwasher

We have a problem with our Samsung Dishwasher, so Samsung sent a technician out on the 11th of May. After a couple of days they let us know that they would have to replace the machine (still under warranty). They told us to deal directly with Makro wher it was bought. We battled for a week to eventually get someone at Makro to help us. Eventually yesterday (21 May) they said they just need to get a letter from Samsung then we could exchange it. Samsung then decided no, they would do a straight swop with us. Today (22 May) after trying to find out when they would exchange it they decided once again that Makro would do the exchange. Makro do not have that model anymore so we are told to either take a Defy or pay +- R2000.00 in for a different model. Now I would like to know how Samsung are prepared to swop a Samsung for a Defy. I'm not sure if Samsung do not have Manager's anymore or they are just too high and mighty to speak to their clients because there is no ways you can be put through or get a number of one. I would like someone from Samsung to tell me what the hell is going on and why they want me to take a Defy.