Russells Alberton faulty tv

I had went to Russell’s Alberton and purchased a Hisense 65 inch tv. The tv was delivered on the 9th of April but returned on the 14th of April due to a line that just appeared on the screen. After days of calling for feedback I’m advised to be patient and not given a clear turn around time for the matter to be resolved. My question was why can I not be given a new tv as the faulty item was returned within 10 days as stated In the contract. I’m being told that there were holidays of which I understood but there have been more business days than holidays in the span of the 2 weeks since the tv has been returned to the store. Monday the 28th I give the branch a visit to find out the progress only to find that the ticket has only been logged on the 25th to have the Tv inspected which means all this time I’ve been calling to get feedback nothing was done within the span of the 2 weeks of me being told that Hisense has to come inspect the tv so that a decision can be made whether I can be given a new tv or that one initially bought can be repaired. I ask the store manager to assist me in the matter and she advises me that due to the fact that it’s a holiday she is unable to contact the area manager yet they are operating on the day. To my understanding as per the contractual agreement all matters are resolved within 5 business days of which that has been breached. I am highly dissatisfied with the level of service from staff and management. There is no sense of urgency or even any form of feedback that is given throughout the whole process and I constantly have to call to receive feedback and also being told that I will be called back but even after an hour or two that is still not being done. Upon me asking why I cannot be just given a new tv I’m being told that Hisense has to be the one to determine whether i get a new tv or the once purchased will be repaired. Even after expressing my concerns about the returned tv giving me issues again in the foreseeable future I was just told to wait and contact the complaints department. The issue was not even attempted to be solved within the branch before a formal complaint was laid which just spoke to how the manager does not care about costumer complaints or even protecting the consumer.