Warranty - Poor Service

My Samsung Side by Side Fridge stopped working, called Samsung who then directed me to their service agents, a company called OEG Electric (they have no idea what customer service means). Although my fridge is under warranty I had to pay R420.00 for them to come have a look. Still on the subject of warranty they gave me a quote of R4200 to repair as the compressor had packed up. Showed them proof of warranty and still a week later I'm waiting for them to fix, they claim that Samsung (also have no idea what customer service means) is holding up the queue, they have not approved the new compressor. So does warranty mean that they do you a favour when they can, as it seems like there's NO urgency. Considering this is a fridge freezer all of my meat and veggies had to be tossed, do they even consider this? I look forward to their standard response, and what is that...'we have referred the matter to out complains department'