GAME TV guarantee worth nothing

Bought a TCL 55" OLED TV from GAME Klerksdorp. After some time it started to make black vertical stripes on the screen. Went to GAME Klerksdorp to get it sorted out as it was still under guarantee. took the TV to GAME and was told I'm not supposed to bring the TV to them, but rather they will send the repair guys out to my house for assessment and repair. I told them that when we bought the TV no one explained to me that we should not bring it to the shop if something should happen to it. They created a job/claim card and said that I will be contacted the same day or next day for the repair guy to make an appointment to visit my house. One week past and nothing. I went back to GAME and spoke to the guy who helped me the first time and he apologized, taking my name and cell number and promised he will call me for an update. that also never happened. He said they don't have a tel. number of their repair guy, only an email, and they are struggling with the repair company. So they just leaving it there and I'm sitting with a broken TV still under guarantee!!!