Teriible

I have a policy for repair at Mastercare. Reported abroken tumbledryer about 2 month back. Took 6 weeks to replace a belt, 6 WEEKS, but masjine only works for 10 minutes. Reported it again about 10 days back. I followed it up today just to hear that whoever I reported it to 10 days back has not logged it. Is this the manner in which clients must wait and wait for weeks and the service is terrible? Is this what I faithfully pay my premium every month now fot many and many years? No business will servive giving this kind of service.