Extended warranty - 10 days no response

I am very upset. I purchased a 2 year extended warranty for my DEFY washing machine purchased at Game Clearwater. The machine is not working and I immediately notified the Store of my extended warranty on 30 November 2018. Almost two weeks have passed and I still have not had any positive response. I have been engaging with the store telephonically every day to be told "someone will call you" almost two weeks have passed and no one has called me and I am still without a washing machine. Terrible service. What is the point of purchasing an extended warranty if the department fails to contact me.