No Standard Operating Procedures

I bought an Jvc smart TV online on 16 November 2018. TV was delivered on 21 November 2018. On 1 December 2018 the TV was switched on and later when switched on again, it just froze on the startup. You can not switch the TV off and it does not go further than the startup. I unplugged the TV overnight to see if it might help, but again when switched on, same problem. I logged a support ticket( ********** 0) on 3 December 2018. I called Game online the same day to ensure the complaint has been logged. I was informed that they will log it again and give feedback when they can. Today 6 December 2018 I phoned again and was informed that they cannot tell me when feedback can be given. I can't believe that any company working with customers do not have standard operating procedures. I would like to have the TV replaced, as currently my parents for whom the TV was bought now has absolutely nothing to keep them busy during the day.