Washing machine not being attended to

So bought a Samsung 2 in one washing machine about 10 months ago. Makro insisted that we take the additional cover that extends the warranty to 5 years. Great a R1000 later and its purchased with the machine.<br> <br> I've contacted Makro about 2 weeks ago seen that the machine that has a direct drive motor is shaking like crazy. They said Samsung will be in contact but nothing as yet.<br> <br> I myself work in an Service center but this is crazy. Makro said Samsung will contact to trouble shoot with me over the phone. That has not yet happened. I dont want a phone call, i want somebody to come out and look at the machine. The machines weight is 65 kg so it shaking means something is wrong. I bought a brand expecting a proper service and even paid more for extended warranty. Please contact me as I dont appreciate it that I dont get service. there is a standing contract that Samsung will repair under warranty but Samsung is not holding their side of the deal.