Game Stores ******* and *****

My mother bought a washing machine e about 2 years ago from Game stores and was offered a warranty extension policy. She paid and was guaranteed that she will be able to call in for repairs or replacement. 3 weeks ago her machine broke and she went to the store and apparently a call was logged for repairs. Up until now no one has come or responded all she has is her reference or case number. This is unfair as she is elderly and needs a washing machine to do their laundry. She paid for this warranty **** so that in times of need she wont struggle. These shops are selling people dreams and playing the emotions of people, worse elderly people. You have no shame. Very disappointed and dissatisfied.