pathetic service

i bought a lawn machine in April, in October the machine started to have problems Rosemary informed me that because of their policy they have to send it back for repairs even though it was still under warranty , to send it back it will take 21 days for them to fix or check whatever they need to check, 21 days has passed i haven't received a call and when i call it rings one way no one picks up. The store manager assured me that she will personally get back to me and she hasn't the service is pathetic ,the policy is pathetic not sure if they also racially profiling us or not but we need feed back.