Bad service

Good day I would like to report a terrible service my partner and I received at Hirsch’s fourways. We bought a 70inch summing TV 8months ago and took out insurance we were told should anything happen we can get a new one. The Tv just went off we called on Tuesday we were told a technician needs to come out only on Friday, no one made contact we went there on Sunday we were told someone will call us yesterday till date we told a ticket is booked but we still haven’t heard anything from any technician we keep following up this is frustrating and causing distress I miss work because I don’t know when someone might call we need a new tv or urgent assistance and the reviews about this sumsung tv is insane please help