Extended warranty on Whirlpool product

I bought a 16kg Whirlpool washing machine, with an extended warranty. The machine just stopped working, I have been going to Game store Ilanga mall since 14 August 2020 to get the extended warranty to fix my washing machine without any luck. I'm stuck with a washing machine that is not working, whilst game store is not willing to assist me.

Everytime I go to make a follow up, I get excuse after excuse, the service is bad and no one seems to have answers for me. Instead I will be turned back with a call back promise that never comes. Totally unacceptable. This retail store is such a disappointment!