Ellerines unable to deliver service

Hi. I am a very displeased customer of Beares which has recently been taken over by Ellerines, where I have purchased items that has an existing extended warranty maintenance contract, which needs service, because payment is made via African Bank, I have been to them several times for assistance, to call Defy being the service provider, to make a pick up but to my surprise not even the Bank is able to get a hold of them. My question in place is why is there a warranty being promised if I got to do all the work by myself? I have been a valued customer of Bears for over 10 years and have never received such poor service as this. I'm thinking I should now take my business to another retail outlet should I not receive the service I have been promised.