SAMSUNG WASHING MACHINE

Have a 3 year guarantee om my Samsung washing machine, the pump broke! Phoned them 3 times to log a call and receive a reference number. Friday they have cancelled my query...phoned 5 times, every time I have been cut off, and then I have to explain the story again! If phone the first time, why don't they ask what the problem is, and run diagnostics with me so that they can send it to the technician to order the part. Now I have to wait for him to contact me and run a diagnostics! POOR SERVICE!