My TV has not been working for three months and is still under guarantee.Game not willing to assist

Good day

Kindly note that I sent my TV to Game Johannesburg, I have had no feedback from the game.no is taking responsibility. I have provided all the information request by game and no seems to able to assist. My TV has not been working for three months and is still under guarantee. I went to game five times with no luck or assistance .My guarantee is expiring this month, I have had a bad experience from game Johannesburg and I am thinking of taking this to the ombudsman for poor service. I am being told that the lady who deals with TV repairs, mother died and I have to wait, my TV has been sitting with Game Johannesburg for two weekend with no feedback or movement. Please advise a way forward.

Regards

Kabelo