DeLonghi - Terrible repair service

Sent my espresso machine to Madrid for repair service. Returned unrepaired. Machine sent back again for repair. Repair company sent machine again in inappropriate packaging and the machine was damaged in shipment. It is now more then 2 months since the original service. DeLonghi is now not responsive in picking up the machine to be repaired caused by their mishandling. We have Gold Service warranty stating 3 day service. It has now been more than 2 months without a functioning machine. They keep telling it is being evaluated! They are ignoring the fact that their repair service damaged our machine. They are also ignoring me! Extremely BAD service and unprofessional.