Samsung just does not want to send someone out to fix my machine

Last week I tried to log a call on the live chat support for my machine that is broken, the person that I was talking to said that someone would call me to try and troubleshoot the problem via video call, knowone ever called me to do this, why can you not just send out someone to come and fix the machine, yet you want to brag about a 10 year warranty, now when its time to put the 10 year warranty into use now you cannot live up to that