Sinotec poor technical service and customer support

Terribly disappointing service from Sinotec. It has been over a week of unanswered phone calls and no communication from their technical team. We encountered problems with our TV (58 inch Smart Android, 3 years old- under a 5 year warranty) on the 10th of January. As it was purchased at Makro, we called Makro who then lodged a request with Sinotec to send a technician. We have submitted all the required document, but have yet to receive a call from the Sinotec Team. I have spent the last hour trying to call Sinotec, but each time the call is dropped. Not being able to even retrieve an update on our request status is deeply frustrating and time-consuming. Highly disappointed