Poor service as usual

We have a Samsung washing machine from Game which is still under warranty as we took out the extended warranty with them for an additional cost. It stopped working approximately 2 months ago so we phoned and reported it.The first time someone was sent to us we waited about 3 weeks for a part as it arrived damaged the first time then after eventually being fixed it worked for about a week then stopped working again. Someone was sent out again and we were then waiting for 'the office' to decide whether to fix or replace it. Eventually we got a call saying it will have to be refunded and we will have to purchase a new one and to top it off WE must arrange to get the old one to the store??!! I don't see why delivery can't be arranged for us as initially when purchasing we paid for delivery as we don't all drive trucks or vans. What I expect is for this broken machine to be collected and the new one to be delivered so there is no inconvenience to us as it is no fault of ours. Going into the Galleria branch has never been a pleasant experience as the cashiers and supervisors there are useless and could not care less about the customer so dealing with the store is not an option.