bad service and no response on goods

I took my sony dvd player in for repairs on extended warenty on 20 December 2014 after it stoped playing dvds, since then I never heard from them, I have been to the store 3 times in the last 2 weeks and everytime I was told the unit is repaired they are waiting for head office to sign the repair papers. I then launced a complaint at the costomer service for hi fi corperation, then they told me I would receive a responce back within 24 hours which never hapend then I launced a nother compaint again and that same day I received a phone call saying that they received a complaint at the store and they will follow up and phone me back the same day to tell me when I wil receive my unit and that was on 3 february 2015, I was never phoned back again and I am very frustrated and furious with the service that I as a coustomer have encountered up until now!!! They have terms and conditions stating that repaires takes a MAXIMUM of 21 working days and when i mentioned this to the sales assistend he said that extended warenty takes longer but according to the warenty there is noting that effects the terms and conditions in any way, this is stated on the back of the extended warenty contract!!!!