Game
Warranty not honoured

I bought my mother a samsung oven and hob in 2010, with an extended game warranty so it was under warranty for 4 years in total, a year later it broke we called the samsung guys which came within a week to fix it it needed repairs again and they came promptly problem started last year august when it broke again my mother went to the store they said they'd log the claim, no one came she has been to the game stores twice a month to follow it up but with no joy its 3 months later nothing has happened we had to eat boiled turkey for Christmas!! Am just wondering how busy these Game technicians are to have us on a 3 month waiting list?? i really just want to remove this oven and drop it off at the store maybe they have trouble finding my mother's house so i'll make ut easy for them
Please help I's so frustrated