Hisense 4K 50 inch

I am beyond frustrated. I have a warranty from Hisense for a TV I haven't used. Your technician came, inspected the TV—which hasn't been dropped and still looks brand new with all the plastics on—and saw a small crack that has now turned into a bigger issue. No one is assisting me, and I'm being told there's no refund, no replacement, nothing at all, and that I've lost R6000. That's unacceptable. I called Hisense to get an update no one was going to bother calling me. This matter needs to be escalated immediately.