How can a company this big be so bad at client service.

On 25 October 2022 I bought a TV set from Game online store. On 5 Nov 2022 I reported to game that the set was faulty. Eash time the set is switch on a blue line appears on the screen. The response from Game was that the supplier will contact me. On the 8 November 2022 Game requested me to send pictures of the fault to them, this I did the same day. To date I have sent 9 emails to Leeaqa Kenny (Game Rep. service call ***) and 4 emails to the supplier Powercare Ref. no TV604778. To date the defective system has not been replaced or received any refund.