Verimark - Extreme carpet cleaner - reject quality

How can I get someone, anyone to hear me at Verimark excluding the call centre or salesperson in the store? I have been promised good service, I have been to the store, I have called the call centre numerous times and I am still WAITING!!! I bought the Genesis Extreme II Carpet cleaner in March 2024 - first attempt to use it, the pipe was broken - I took it back, go a new pipe. Second attempt, the carpet nozzle was blocked and I could not get the shampoo or water to spray, took it back and got a new nozzle (actually the demo one from the store as they did not have stock of the carpet head). My next attempt to use the machine was in September 2024 (just within the 3 months return policy). The machine would not spray the water. I took the machine to the nearest store and was told that I should have all nozzles on the holes - not so - You tube the instructions when washing a carpet or upholstery! The consultant in the store confirmed that the motor was faulty. I called Verimark and they agreed to replace the machine as it is clearly a DUD and I certainly do not want it back - replace or refund. They agreed. Back to Sunward Park Verimark and handed in the machine - Refer Service Reception form - 145344. The slip states that all parts including the new shampoo and deodorizer are in the box and the technician will evaluate. Three weeks later, I get a call from head office to tell me that my machine is repaired and I am being quoted to pay R 61.00 for a sponge. I refuse and explain the above and the caller repeats "so you are declining the quote"? I say I am and the call is cut. What now. Really!! I have called the call Centre and I have been promised calls back, which have not happened. I went back to Sunward Verimark yesterday and was told that all managers were in a meeting at head office and no one would be available to help me. The shop manager was on leave and this was a stand in person that could not deal with any queries. Today, I called the help desk again and got hold of the consultant that promised to sort this out two weeks ago and call me back, and she seemed oblivious of the promise made and told me my machine was in the workshop and would have to retrieve the paperwork. What was she doing two weeks ago when I asked for help. I am at a loss! I cannot get anyone at Verimark to make a decision, keep their work or even call me back. Now I have no machine, loss of over R 5000.00 and after being one of Verimarks loudest advocates, I really want to let everyone that reads this, know that the service is dismal and they really couldn't give a damn. Who do I get to refund me my money?