TV was faulty, Hisense taking forever to deliver the replacement

I bought a TV for my Aunt through Takealot in December 2022 and it stopped working earlier this year. Its still under warranty so we tried to return it through Takealot but the app said we need to contact Hisense directly. After the technicians checked the TV they agreed that it was faulty and told us to take it back to Takealot. Takealot then referred us back to Hisense and said they need to replace it and not them. After all that back and forth, a lady from Hisense in CPT by the name of Dikeledi contact number *** called in May to arrange refund or replacement, I told her we prefer replacement because the refund will be a long process for us to get a new TV. She confirmed that there is stock and that my claim was approved and she will get the team to contact me. I did not hear from anyone since then and everytime I follow up with her or the call centre they just tell me they will escalate. How many escalations need to happen before we get our replacement!! Its been 3 weeks and no word from them. I'm utterly disappointed that after being a loyal customer for so long I have to endure such back and forths!!!!