3 Months without a TV

I purchased a TV from game Pavillion. After 1 year my TV suddenly refused to come on. I called the Pavillion store and was advised that I could take the TV to the nearest branch for repairs. I have an extended warranty so I took the TV to the Gateway branch as it was the nearest for me. On the 05/12/2016 I booked my TV in and was told it would take up to 21 days. Within this period I contacted the customer services department in Gateway for regular updates. Eventually around the 22/01/2016 I called in and was advised that the TV was ready to pick up. However when I reached home and switched on the TV I noticed the screen had been damaged. There was a big black smudge mark on the left side of the screen. The next day I called the Gateway customer services. Tried to explain what the damage was but unfortunately the person I spoke to did not understand the damages and advised that they would get someone to contact me. However after trying to get someone to pick up the TV I decided to take it to the Gateway store myself on the 30/01/2016. I explained the issue to the manager and was told that it needed to be booked in and he would put it under urgent. I have been calling in ever since.