Hisense 21Kg Top Loading Washing Machine Service Issues

We requested that a service technician be sent out as both hinges of the lid of our Top Loading washing machine broke and this a little longer than a year from purchase. Their warranty period is 4 years. The technician was sent out and he duly came and checked the washing machine out. He then said that Hisense would advise us on how they would proceed in the matter. The next thing we received was a SMS stating that the call had been closed as completed. This was not the case at all. I promptly arranged another call and attached all the relevant documentation last week. After receiving a message confirming that a new call had been logged we have heard nothing further. So we are sitting in a predicament. Are Hisense going to honor their warranty or will they deny liability and expect us to foot the bill? We think that if they deny liability that they not are treating the customer fairly. However the fact remains that if they pay for it or we pay for it the lid still needs to be replaced. This must be replaced by a Hisense approved technician in order that the balance of the warranty conditions are not conveniently voided by Hisense. We now urgently require them to sort this matter out as we have washing to do and we are unable to use the washing machine at present.