Delay in service and rude responses

Hi, I bought my TV from HiFi corp Woodmead about 2 years ago together with the EXTENDED warranty of 10 years but getting it fixed every time is such a mission. I moved to Durban last year and called Springfield to come fix my TV as it wouldn't switch on after having worked a month. They took close to 10 days to come fix it. And now again my TV just stopped working and won't switch on. This is exactly 4 months since the last incident and I'm not getting friendly service from Cheryl who is very rude, doesn't know how to answer clients and Marcello who is handling the case is never available when I call. I logged this call on Sunday and I'm still waiting. How much longer do I need to wait for my TV to be fixed. I am actually at a point where I will start requesting my money back because your 10 year warranty seems more of a pain. The TV is less than 3 years old. It's a 50 inch flat screen. If this is going to be my life I'd like my refund or an exchange please. My kids are at home without a TV cause we wait forever for repairs. Please give me a way forward this is frustrating and unprofessional. I've sent them all the docs they asked for including invoice and serial number.