Damaged Freezer. Why should I wait?

[Mass Discounters] Re: OBD - ***I bought a Hisense online on Saturday. It was delivered the following day with a dent at the bottom left corner, which can be seen even on the front. In less than an hour, I notified Game via their online chat. I received an email from their customer support agent requesting for pics which was sent. Today, I received a call from another consultant asking for upright pictures of the packaging. The process now, I am told is to establish who responsible is for the damage between the supplier store and courier. This will take another week. I am very disappointed 😞 why should I be inconvenience by something that was not my fault. Why can I not just get a replacement whilst they sort out their issues?