bad service/ no response/

Good day... I booked my tv with Game in Feb 2015 and till today have had no response from the store. the Tv was under 6 months old when I booked it in with the store and I had claimed CPA, after doing this the service consulted took my details and such, however I had to come into the store again as no agent came to my house for two weeks. furthermore when they finally came and picked up my tv I still had no call or response from the game store. On Saturday 11.04.2015 when I contacted the store the manager now tells me my tv is negelance as the tv is cracked inside. how do I crack a tv on the inside.this is annoying and unacceptable as my tv has never been moved and with the lack of communication betwwen the store and I never existed as well as the fact that I was without a tv for more than two months and then get told that it is my fault is just fruastrating. I would like this matter sorted out ASAP and do not want a tv from the store but my cash back.