Extended Warranty Claim still waiting

Makro Care, is terrible. It takes WEEKS for people to respond to emails and then even longer to arrange a technician to come through and fix the machine for which you have taken out and extended warranty on. How long do expect a customer to sit and wait for his washing machine to get fixed? I have now been wait for 2 weeks and still no one has even phone to arrange a technician to come through. And I paid extra for this extended warranty !!!!