Poor, Pathetic customer service from Hisense

My husband had received a Hisense H40 Rock as in incentive from his previous company in November 2020, he had broken the screen and required for this to be repaired as per the policy -whereby a customer is allowed one free screen repair. The consultant that responded to him has advised him to go to the store he purchased? how is this possible when it was an incentive? Secondly we are in Gauteng, if this phone was purchased in KZN must we now go to KZN? he has provided the IMEI number, serial number etc. for the phone to be traced. We have received no proper help or feedback as the customer care line is 11 digits which makes it basically impossible to contact. This is the reason people will not bother to purchase such brands as it is always a hassle and fight to get matters resolved. We require urgent assistance, and there seems to be no sense of urgency from Hisense, this is poor and pathetic service. In times like these you are required to maintain customer relations. We will not rest until this matter is resolved.