Damages TV

On the 22nd November 2017 we purchased a couple of electrical appliances from Makro (Vanderbijlpark) and amongst them was a Samsung 55" Curve. Because we were planning to move to another place later that month (or so we thought), We decided to leave all the appliances in their packages. We ended up moving to our new place on the 11th December 2017 and thats when we finally opened all the goods we had purchased for the very first time.To our surprise, we noticed that the TV had a crack...infact an internal crack. My wife and i called the store immediately and we were told that there was nothing they could do but after mentioning that we would be taking the matter further, they suggested that we send the TV to the nearest Makro which was Polokwane as we reside in Mokopane. I gave them (Makro Polokwane) a call and they said they would send it through to Samsung for inspections and investigations. Furthermore they told me that since its the festive season, Samsung was closed and would only reopen sometime in January 2018. On the 13th January 2018 I took the TV to Makro Polokwane and they said it would take about 3 weeks for them to get back to me. This morning (22 January 2018) I received an email from Makro which read as follows " With reference to repair (*******) unit has a cracked screen. Unit can not be repaired as it is customer negligence". I called Makro to find clarity on how this conclusion was reached but no one was giving me clear answers.I asked them how is it customer negligence when there aren't any bumps/damages on the box and again there aren't any chips or cracks on the corners or back of the TV. How could I have damaged the TV by using my hands to remove the TV from the box? The TV has never been used..in actual fact it still has the plastic wrap around it and was still supported by the polyesterene. Another question i have is that why was the TV never opened and tested infront of our eyes before leaving the store as to reassure us as their customers that the TV doesn't have any damages? Its now going for 2 months without our kids being able to watch TV. Because we used our last money to spend on the goods, we couldn't take our kids out on holiday and all they had was a black blank screen staring at them. We are truly disappointed but still demand either a refund, repair or replacement!!!!!