Still no service from Defy service department

I baught a Defy top loader washing machine from a big retail store. The washing machine broke about 2 to 3 months after I baught it. I contacted Defy service centre and got a job card number. To date no service has been provided. Even after the retail store also contacted Defy(good service from this retail store). I feel Defy warranty offers a service they can only provide to people living within a certain km radius. They should take note of this and ajust there service accordingly. Be aware if you live too far that is convenient for them you wont see a technician.