Horrible Hisense

Our TV was replaced by our insurance company with a Hisense Smart TV on the 17th of October 2019. The only purpose of this TV is to use it for the DSTV Now App. Since day 1 the app has not been working. We phoned Hisense, they advised that we should log out and sign in again, which did not work. They then advised to do a factory reset, which we did more than once with no success. Hisense then advised that they would send us a link with new firmware, within 45 to 60 minutes. We had to follow up for three days before a third employee finally sent the link. We followed the instructions but the firmware would not update. Next day we phoned them with the feedback and the employee advised that we should respond to the email containing the firmware link and indicate that it is not working, then they would arrange for a technician to come out to us. We sent the e-mail requesting a technician to come out on a specific date as we do not work from home and need to make special arrangements. Two days later we received an email with a list of information to complete and a request to attach the proof of purchase, which we did. Hisense then rep**** and asked who supplies the retailer with the Hisense products as they do not recognise them as an accredited retailer. So we have been struggling to get any form of assistance for three weeks with no success. This is an App that comes standard with the device so firstly, why does it not work, even after updates? Secondly, how can it take this much effort to get a simple problem resolved? Thirdly, how can Hisense expect a consumer to know who supplies the retailer with their Hisense products? If we had bought this tv from a retailer, we would have returned it immediately, but as we received it via our insurance, this is not an option. The lack of service from Hisense is absolutely dispicable and extremely frustrating and we urge any prospective purchaser of Hisense products to reconsider.