terrible service

Hisense customer service is a load of ****!!! I emailed them on the 28th of July regarding my tv that needs a firmware upgrade for dstv as the tv says its up to date.. They asked for all the info about the tv and said they will send it to the relevant department(that was on the 1st of August). This morning I phoned the customer care line to find out whats going on and the lady couldn't give me an answer just said she'll email the correct department and state they need to contact me as soon as possible.. Its afternoom now and still no communication from them!!Well being a customer from 2017 and this is the first time I phone them for assistance and getting terrible service like this have convinced me to buy other brands from now on...