Poor after service for extended maintenance contracts

I took out an extended Maintenance Contract on my Samsung Washer. I contacted the maintenance department on the 28th August 2019 and was advised it took 24-48 hrs for a technician to come out and resolve issue with the product. I was also advised that they would phone me to advise when. On Saturday, 31st August 2019 I had to once again phone Hirsches and enquire as to what had happened to technician and when this matter would be attended to, to which the response was my matter was never logged. I was then given an undertaking that on Monday, 4th September 2019 I would be phoned to arrange a suitable time for the technician to come out on Tuesday, 5th September 2019. Once again, I had to phone Hirsches to enquire about status, and the usual promise of we will revert in "ten minutes". Hirsches are very quick to sell you the extended contracts, but clearly are not as quick to ensure they honour these contracts. I have now been waiting nearly a week for this matter to be resolved.