Bad service

Bought a washing machine almost 2 years ago. At the beginning of the year I went to game in Promenade mall to ask who deals with the machine as its giving problems. They advise that they need to request a statement from head office to see who will be able to work on the machine. It's been months now and yet still no answer. Will they reply after my warranty has expired? How hard is it to get a statement. Absolutely bad service. I have to walk constantly yet no-one can help with a simple statement.