warranties ?????? why do stores have them

My husband bought a new Hisense television for me from Hirsch's in June 2021. The screen was checked for damages and said to be fine. I live alone and seldom use the television but after 6 months noticed lines on the screen. My husband said not to worry as it had a years guarantee and he had all the paperwork. He fetched the TV and returned to the store who said a technician would contact him within 72 hours. The technician phoned within 72 hours made an appointment. he was due to arrive on the 9th of February between 3.30 and 4.00 and arrived at 5.50. Extremely poor professionalism to be that late and not phone to notify that you are running late. He switched the television on and said One of your children hit the television with a heavy object. What a statement. Our daughter is 34 years old and lives in New Zealand and we both live alone. Hence, no one threw or hit the television with any heavy object. And that was that really, he left. saying the television screen was too expensive to repair!! why would that be???

So the television is 8 months old, under warranty , your non existent child has been accused of hitting your television with a heavy object and no further explanations are given. The fact that you may be that person who cares for their belongings is totally irrelevant, that the television is under warranty, that just as you have to trust that Hirsch found no cracks on the screen before the television left their store , they should trust that you never hit the television because you are not that kind of person.

The next day my husband went to see Jerome the store manager at Hirsch's. He was adamant that we broke the screen of the television and that the warranty is no longer valid. I am a responsible South African Citizen. I have thought long and hard of the possibility that I just may have hit the bottom left side of my television with something in error while walking past and really its not only impossible its also quite difficult. As I always take responsibility for my behaviour I would admit to it anyway and would not be in a position writing this letter. The store manager gave my husband a 1200 discount on a new television.......I ask why? because he was embarrassed? because he doubted that the screen was ok when it left the store? because he knows how the televisions get thrown around in the warehouses? why not replace the television seeing it was under warranty? What has happened to the customer is always right? to warranties ( there is always some kind of subclause...oh but this is not covered under warranty) to believing the client and not making assumption's ....your child threw a heavy object at your television, I have not had a child in my house for 15 years!!!!!!

This leaves such a bad taste in my mouth. So I have a new television. Its still in its box. I am too scared to unpack it in case the phantom child that broke my last screen just does it again!!!!!!