Machine only half repaired after over a year of waiting.

We sent our coffee machine in for repairs. It took over a year to repair. I kept having to follow up with them as they said that they were waiting for a part from Germany. We eventually had to buy another machine one the meantime. When we got it back it was only half repaired. They want to charge me over R500 for them to collect it from my house to complete the repair. One would think thay customer service would prevail after such terrible service! I was promised on email that they would someone to collect and when I phone in to ask why it hasn't been fetched, they they thay they don't offer that service unless I pay the R500.