Poor Customer Service - Tv repairs

I bought a Hisense Tv which is currently on warranty, it’s currently faulty, I went where I bought it in Makro, I was given a phone number that I should call to schedule it for repair for someone to come look at it. No one answered the phone number until I ran out of airtime. Went on the Hisense website to look for alternatives, and I found an email I address which I submitted all the details required including proof of purchase. Several days later someone responded and gave me a job number, it’s now 2 weeks later no one has come through, tried to enquire via the same email and no response. This is a very poor customer service. I have always trusted this brand, but customer is everything. I don’t know how long I should wait 😔