Poor customer service (faulty electronic complain)

Good day My fiance bought a television at Game Alberton city 18 May 2019 then in March 2020 before lockdown the television had a faulty he then took it back to the store to check what could be a problem it was on the 23/03/2020 he was told that it is power supply faulty. We then went to the store when they reopened and only to found out that the person that was in charge didn't lodge television faulty to the supplier which is Samsung (in May 2020). The one that was assisting us promised that we will get a feed back before end of May we waited and went again and check the store manager or supervisor told my fiance that the person that works at customer care is not at work due to taxi strike. Then last month(June) that's when he was told that the power supply cable damaged by the lightning to replace it,we will have to pay R1500. The saddest part of it when the tv was bought the only thing that the sales person has explained is they don't repair or replace screen damages but then we were only been informed that tv is 2years guarantee and accessories its 6months guarantee mind you this information is only been revealed when we have a problem. We have asked that we want our tv back as samsung is failing us and we will see how we get power cable.We were assured that on the 20th July 2020 we will get a feed back nothing happened. Today 23 July 2020 my fiance went to Game he was told that the store should pay Samsung R200 to return the television. I need to know is it really fair for a customer to run around like a headless chicken to get what belongs to him/her ??2nd we are using a petrol from Primrose to Alberton when we get tithe store they pretend as if they were about to call I'm sick n tired of the service I was offered its either we get our money back or a brand new television.