Game stores Mthatha - "Physical damage" ****

My mother bought a Plasma TV at game just this past December 2021 at Game in Mthatha Plaza. They started using or trying to use the TV a few days ago as they were not home during the December holidays so the TV was at home still in its box. When she turned the TV on, it kept going on and off repeatedly and she took it back to the store. She was told the TV would be returned to the supplier to examine the problem and would be called when it is fixed. To our surprise, she was called today and told that the problem was the power button in the TV hence it went on and off and that there is nothing they can do as it is physical damage. The TV has no visible physical damage, how does a faulty power button become physical damage??? The TV was bought last month and never used until they came back from holidays, it has no physical damage whatsoever but my mom is told to come collect it! I would really like to see the report of the assessment that was done on this TV which informs this non-existent "physical damage". Our parents are really taken for a ride by these mainstream retailers. I have been going through some reviews here and I have noticed that this "physical damage" spin is frequently used to mask the supply of sub-standard goods to consumers. I will exhaust all avenues to make sure my mom is exempted from this ****************!!