Irritated - poor service

Recently logged a call to have my Defy washing machine repaired (still under warranty). Have been waiting for over a week now for someone to come out and have a look at it, was told several times that the call has been escalated - still no technician has arrived. Was also told the technician would be out in 2-3 working days from the time the call was logged, it has been 8 days now and still nothing. The technician did however phone me 3 days ago and told me he will be here before 1 PM and that I should wait for him .........I assume that he got lost or has to travel thousands of kilometers to get here as he has still not pitched up. Call reference number 896283