Failure to honour a maintenance contract

On 21/12/2020 we bought a Samsung washin machine at the Hillcrest branch. We were advised to pay an extra R900 for another 3 year maintenance contract, which started on 21/12/2022. On 22/11/23 i called the store and reported the machine's failure to drain water after wash. After waiting a week, two men came and just cleaned the drainage system. The following day the machine did the same thing. I have been calling Hirsch's Hillcrest for 2 weeks now and it seems that i now have to beg for them to act on the warranty i had purchaed. I am writting this dissatiafaction in hopes that someone responsible will reapond. I am so disappointed with the service i am receiving, considering that we buy all our appliances from Hirsch's Hillcrest.