Home Depot

Approximately 4 years ago I purchased a Samsung refrigeration and a 5 year protection plan. The plan was purchased at the suggestion of the salesperson as he advised me of the frequent need for service of the ice maker. Sure enough, I now have a need for the ice maker to be serviced and making a claim throught the protection plan department of Home Depot was one of the most painful customer related experiences I have ever encountered.
After 3 calls with the last one taking nearly an hour ( most of that hour I was left on hold), I was finally able to get an appointment scheduled.
I am at a loss to figure out why it takes so long to make a claim when all the information needed was at their immediate disposal.
Bottom line is, I will never make a purchase at Home Depot in which an extended service agreement is required.