Makro's poor service

I bought a washing machine in 2016 from Makro. After just 3 years it has broken down, luckily I had taken out an extended warranty. 2 weeks ago people from the extended warranty came to take the washing in for repairs. They said it would take 3 days. Its been two weeks, no one has called me with an update, no one from Makro knows what is happening and no one wants to take responsibility for my issue