Hisense - no care for customers

I am utterly and completely appauled at such a large name brands, total lack of customer service and people promise. My cousin purchased a television set from the PicknPay Hyper in Ottery Cape Town..The television came with a warranty..About a month ago the television just did not work it was blank and please bare in mind that this set is on a bracket on the wall this not near the floor or anything..Thus also taking into consideration he does pest control for a living, this keeping a clean pest free home.. He returned the television to store as it is within it's warranty date.. They then called him to say that he may collect only for him to get to the store and be embarrassed and called and out right chancer because according to the Hisense technicians the television broke because there was ****roaches in the set..When he told them it's impossible and cannot be true he was then treated like a **** and a chancer he was told that's the decision and it's final therefore the warranty is cancelled..Now from where I am standing if requested to speak to a manager and if evidence is requested or atleast a second opinion and not only pictures of ****roaches which could have been sourced from anywhere then as one of the biggest brands you oblige.. Instead he was sent away embarrassed and insulted.. He then took the liberty of going to a registered company to have the television fixed at cost to his own pocket.. In less then a day they called him to pick the television upas it was fixed and they confirmed in writing it was a technical fault nothing to negligence and there was no absolutely no sign of pest infestation..Now I pose the question is it fair and just that such a big brand which is supported by normal people as ourselves have the right to abuse our loyalty to the brand and in the process make us feel small I feel this is totally unacceptable and at the very least an apology and compensation for canceling the warranty and having the customer pay it out of pocket for lies from there own is necessary and needed.