Defective Hisense TV & Failure to replace

I bought a Hisense television from Game online in late November 2025. It started to malfunction. The TV operates itself by changing screens, turning up or down volume, and turning off when in use. I had logged a complaint to Game in early January with regards to this issue. However, instead of getting timely feedback on this issue, I had to call the call centre on multiple occasions to seek updates on this matter. In the meantime, Hisense has already approved the credit for the faulty unit.

I was contacted at a later stage by one of Game’s stores. I was informed by them that their complaints department does not hold any record of this information. This is particularly concerning, as my personal contact details appear to have been accessed, yet the matter itself still remains unsolved.

I have also been made aware that the television is sold out and therefore not available in stock. This is not true, especially when the same television is available for online purchase at Game’s website. Furthermore, I have made direct inquiries at the various stores, and they have confirmed that the television is in stock.

Overall, I am extremely dissatisfied with the lack of assistance and the delay in resolving this matter. I find the complaints consultant handling my case to be unhelpful, rude, and unprofessional in their approach.

If this issue is not addressed with the urgency it requires, then I would have no choice but to bring the matter before the Ombudsman for further intervention.