Warranty- not getting service

I have an extended warranty on my Samsung washer/dryer. It is broken and I reported it on 2 Feb 2016. Every time I phone I get a different story. I was told they can come and repair it over the weekend. Didn't happen. Got call from repair people Monday at 4pm to say they can ONLY pick up the machine on Tuesday morning. Not willing to come in the afternoon or another day. Was told they'll come when in the area again! But not this week. I paid money for the warranty and insist on service. Phoned Jerry on Monday and he promised to get back to me. Now not in the office. I'm disabled and can't cope without a washing machine. Game should take responsibility for Game Sure and get it collected ASAP.