Expect me when you see me...

I purchased a Defy washing machine from House and Home about 3 years ago. I opted for the extended warranty which is valid for another 2 years. I called House and Home about 2 months ago to advise them that there is something wrong with the machine. They advised me that they would have to escalate and check to see if I am paid up and didn't miss any payments. After all that was done I got a call back about 2 weeks later and was advised that Defy would see to my complaint. Defy eventually pitched at my mom-in-law's place and had a look at the machine. They needed a part and left saying it could take a couple of days to get the part. They came back unannounced on a SUNDAY, with the wrong part! A few days later Karen called to ask if we have been helped and I told her that Defy was there on the Sunday with the wrong part which we both found very strange as they did an inspection to see what the problem was. Since then neither House and Home or Defy has contacted us. Every time I call House and Home they tell me that they will call me back but they never do. This totally unacceptable. If they cant uphold their end of the bargain they shouldn't offer the extended warranty