Poor service and customer relations

My parents recently bought a new smart ULED 55inch Hisense tv from Dion Wired ,all was good till they wanted to setup the TV at home the next day and once they turned the TV on found it not displaying the picture properly.

So they took it back to the store only to get told it would need to be sent off to Hisense for inspection. What made it worse the sales manager had attitude about the entire ordeal and said directly to my parents face this happens all the time. By him saying that it implies that either Hisense is of inferior quality or Dion Wired staff are *********** and are maybe doing this on purpose ?

At the end of the day Hisense has come back saying it was my parents fault that the screen cracked and it couldn't of happened at the store which sounds like collusion between Hisense and Dion Wired.

And after all this poor service where customers are meant to come first my parents have spent 10k on a TV that they dont have or even used for one day ,Dion Wired is part of MassMart Stores chain which goes world wide ,lets hope the other branches or stores have better service and customer relations.