DISGUSTING SERVICE FROM THESE DAY LIGHT ******S

My mother, a pensioner bought a Hisense Flat screen TV Cash at OK Furniture in Paarl in Oct 2016. She paid R4699.00 cash from her savings, the TV is still under warranty. Three months back, a black Thick line appeared on the right hand side, inside the TV, blocking view in that section. She went to Ok, to report the problem, she was advised to wait until the store moves back to its original premises as in that month, part of the store was burned down, so they were still busy with renovations...in the mean time, the lines increased, and she could only watch half the screen. Two weeks back, the whole screen gave up ( if I may put it that way) and TURNED ALL BLACK- she could only hear voices at the back. We immediately took the TV back to OK Furniture and they advised us that they will contact Hisense regarding the problem, and callus back. They called us on Monday to advise that Hisense will not be fixing the Television due to customer negligence, They told us that there is a crack inside the Flat screen ( whatever that means) and that is customer negligence. My question is, How did we manage, to crack the screen Internally, without any external damage?. And what ****es me off even more, is the fact that I know, for a fact that We did nothing to damage the Televison, why the hell would we damage our own TV? WE DID NOTHING...She is sitting without a TV, and Hisense is refusing to fix it..even though its still under warranty.. This is DAY LIGHT *******. The worse part is No Manager wants to take my call. I called their customer care line 27 (0)21 ********** and +27 (0)21 ********** yesterday, wasted my airtime holding and the consultant Caleb Pharow, kept coming back to me to say that the Manager is not willing to take my call. I sent an email, requesting for a Manager to contact me and have received No call. I'm DISGUSTED by this service, they probably saw my mother, their customer is a Pensioner and person of color, and are therefore taking advantage. I refuse to accept this kind of service. If Hisense is not willing to fix my mothers TV, they must refund her