Samsung - no service delivery whatsoever

I reported my washing machine to Samsung during September 2019 a it wasn't working and the service provider they appointed could not repair my unit. It has been 5 months and I still do not know what is wrong with my washing machine. I have received numerous undertakings in the last week from them promising to call which has to date (25/02/2020) not happened. I can't believe it takes so long and then they do not do follow ups and then one actually has to go to this extreme to get their attention. This is very unfair and completely unacceptable.