Hisense Washing Machine Trouble/Warranty Silence

We bought a new Hisense Washing Machine from Game less than 2 year ago mainly because Hisense products come with a 4 year warranty. Just over a week ago our washing machine started to malfunction whereafter we contacted Game for assistance and what process to follow. They advised that they will log a service call with Hisense for them to come and diagnose the machine. We keep following up with Game and their response is that they are waiting for Hisense to respond to their email request for a service call. I find this delay from Hisense absolutely unacceptable and unwarranted. We are now stuck having to take our washing to the laundromat at our own cost. Hinsense, please break your silence and provide us with the needed service you promised your clients.