repair centre useless

We took a samsung tv in, that we bought an extended warranty for. It had a long line down the screen. It took over a month for them to decide that the supplier won't do something with it and that they would fix it (this was only after we fought with them over the phone, we are sure they did nothing before this). It took another couple of weeks for them to decide that they can't repair the tv. We were told we could come in and fetch a voucher for the value of the tv and have now been sitting waiting for 45 minutes for something to happen. They should have had it ready. 2 months to decide you cant repair something? Shocking service