Huge let down in service from Game store in Pritchard street

My parents recently bought a SINOTEC 59 inch smart television from GAME in Pritchard street,Johannesburg CBD. They started experiencing technical issues with the tv so they took it back to the store. The lady who works at the returns told them to take it back home because it’s above 53 inches. She told them that she’ll request a technician to go to my parent’s house to fix it. Two days later my parents went back to the store to inquire about the technician but to their suprise they were told to bring the tv back to the store. When they returned the tv (which was the on the 14th of may 2022)they were told to wait for 21 working days and their tv would have been fixed by then. They went back to the store on the 14th of June 2022 to collect their tv but it was not fixed. The employees at the store called the floor manager who goes by the name of Brandon. With whom my parents couldn’t understand his explanation so they requested to speak to the branch manager who goes by the name of Gerald van Wyk. My parents met Gerald on the 15th of June 2022 at 10am in the store(Pritchard street JHB CBD) and he promised to call them after speaking to the suppliers but he failed to do so. Since I was around the area my parents sent me to check on the television (which was on the 17th if June around 1300h)but I had the worst experience with the floor manager, Brandon. Brandon said he’s got nothing to do with the issue because my parents requested Gerald to interfere. He stormed off and I ended up leaving the store. All my parents want is their fixed television back because it is still under guarantee.