Disappointing after sales service

Such disappointing after sales service from Makro. Purchased Samsung tv in Dec 2020, which suddenly broke less than 1 month later. After no assistance from call Centre, eventually went back to Makro Amanzimtoti to escalate. Technician was supposed to come in 2-3 days, no show. Further complaints later he came , a week later. He advised tv has screen fault we must take it back forth the shop and exchange. At Makro Amanzimtoti they now say we should have waited 3-4 days because they need to get money back from Samsung first before they process exchange. This was not mentioned to us by the technician.How can a consumer be expected to be inconvenienced by internal policies that have nothing to do with me. I paid cash at Makro now I must wait. Had to drive back home with broken tv. I am appalled by this poor service delivery and very upset that I must pay with my time and petrol because of a defective tv.