Company non-compliant with consumer's rights

I have had the misfortune of having to deal with this company last year due to an extended warranty from a retailer. Due to this company's incompetence and complete ignorance of consumer's rights my TV was returned after months without being repaired. I will in future insist on not purchasing any extended warranty where Mastercare is the service provider and will ensure my parents do the same. My parents have been clients for years with a service contract, paid monthly. They have been without their dishwasher for more than 28 days, again because of sheer incompetence and complete ignorance of consumer's rights. Nishelle is yet to provide her reply to a request for the company's formal complaints procedure as well as contact details for the relevant Ombudsman. She chooses to ignore this request and still does not understand that complaints should be addressed in written format, not telephone calls. My parents, both pensioners, are now going to have to purchase a new dishwasher as they are not interested in getting the old one back. I will ensure that they cancel their service contract and will forward this to the Ombudsman, as they have paid for a service not provided.