What's the use of 4 years guarantee

After 5 months(which is shocking to start with), the washing machine started making terrible sounds. Got hold of them and they sent agents out (5/11/2015). Apparently needs new drum and needed part ordered. Well haven't seen or heard from them again. Emails don't get responded to. It's been a month and a half and I've got nothing. The sad thing was I was warned to not move away from the older trusted brands. Imagine the problems I'm going to have with this machine of this is what's happening after a few months AND I can't get it fixed.