Almost impossible to get an answer from this Company

As the official repairer of major electronic brands, I do not feel their efficiency is good. It is almost impossible to get through to them on the phone and it takes ages to hear back from email. They do not keep you informed as to what is going on. I took my coffee machine in for a warranty repair and have heard nothing. I don't even know if they have even looked at the machine. I cannot get hold of them on the phone - I just land up on hold for ages. Not good enough. I urgently need my machine back and am helpless to sort this out.