Struggling getting refund on a broken tv

I bought a TV from Dion wired mall of Africa 3 weeks ago.The tv was shortly turned on and packed.One of the sales consultants pushed the tv on the trolley and helped us put it into our car.As soon as we got home (sanridge), we switched it on and it was just displaying blurred lines.We took the tv the next day and up to now we hear hisense does not want to give us another tv because it was customer negligence and the warranty does not cover the screen.Dion wired saying the same. Iam very disappointed that everyone is trying to cover their backs and i stand to loose to R 10 000 for something that I never watched even for a minute.Up till now I do not know what the outcome will be and I keep calling Dion Wired everyday.