Passing the Buck and not accepting responsibility

I purchased a TV from the HIFI Corp Centurion branch in March for my parents as retirement gift for my dad who lives in Durban. I took it to Durban in its original packaging, when we opened the TV and put it on the screen was damaged, I took it to HIFI Corp Amanzimtoti, I spoke the branch manager there that admitted there was no visible damage but it looked like a cracked screen they gave me receipt saying this. He said they would send to their agent for an assessment and get back to me. HIFI Toti had the TV for 2 and half months and in which they gave me and my sister who was following up in Durban the run-around, every contact person at HIFI Toti either didn't know what the assessment report was or they had to speak to their manager, excuse after excuse. When I asked to speak to Branch Manager, he was either on leave or not available. I went to Durban and picked up the TV on the 4 July and the Branch Manager was still not available and when I asked for a copy of the report of the assessment I was told they cant give me a copy. I took the TV back to Centurion and was told they had to send for an assessment, only this time I had to pay R350. I used to be a loyal HIFI customer.