Samsung dishwasher faulty and poor customer service

My wife and I bought a Samsung dishwasher at Makro Carnical in January 2018. In July 2019, the machine made a strange thud while in the middle of a wash cycle and stopped working afterwards.

We emptied the machine and took to Makro as it was still under warranty. However, we were told that we should return home with the machine and that a Samsung technician will be sent to our home to assist. It's been almost a month and the machine has still not been repaired.

I have the following issues with Makro and Samsung South Africa: 1. The Makro sales rep did not register our service request for over 5 days, and only registered it when we called to inquire. 2. Samsung call centre people are rude. They also booked a call-out without prior confirmation. 3. Technicians dispatched and apparently waited at my gate without informing me. 4. The Samsung repair centre is giving us the runaround. They asked us for a serial number on more than one occasion - which we provided. They also asked us to provide proof of purchase - which we also obliged. However, I am of the opinion that this information should be provided by Makro as the transaction was between us and Makro, not Samsung. 5. I am also of the opinion that Makro should handle the entire repair process on our behalf, again because the transaction was between us and Makro, not Samsung. 6. The technicians have been to our home on four (4) separate occasions and still failed to repair the dishwasher.

Regardless of the agreement that Makro has with Samsung, I believe that handling and execution of repairs should be completed within a certain reasonable period, failure to do so should be attract some sort of penalty. With that said, Samsung South Africa has 7 business days, as of 07/08/2019, to repair our dishwasher or we demand our money back. It is already evident that Samsung is unable to repair their own product.

Please note that we are not interested in purchasing or owning another Samsung product.