Hisense service department awfully horrible service

Warranty doesn't mean anything to this place i have had the worst experience with the Hisense Service centre. I have teied to do a warranty claim against my television a 58 inch lcd. One day just got home from work switched it on and found a very visible black line and time progressed to 3 days later there was a whole bunch of lines so contacted Hisense service department and they sent out a technician to come and assess the problem. The Technician informed me that this is a factory related issue and that it has been found before he then informed me that they will most likely replace the unit. Up until yesterday i recieved a e-mail from Hisense stating that repairs are categorized as complete although nothing has been done yet. Phone them and apparently the technician report stated the unit is damaged due to neglegence. I contacted the technician and he told me that he has not mentioned such a thing on his report now im confused why would the technician say something and Hisense something else utterly disgusted with the level of service i am receiving from hisense. This is not fair towards the customer.