Makro pathetic service to the elderly

I purchased a Hisense 55 inch Tv from Makro in 2019 for mum , it’s 3 years from date purchase the side frame on tv broke at the bottom corners because of thin frame holding fairly large tv and the LCD on one side of the screen stopped working. I contacted makro as the tv is still under warranty and chatted to consultant named Mpho he advised me I need the serial number from back of the tv and the original box , this is 55 inch tv placed on the wall my mother is pensioner , how are we expected to carry tv off the wall to take a picture of the serial number?? I also advised consultant it’s been 3 years and we wasn’t aware we had to keep the box, We had to there find our own way to get the tv packaged for the delivery people to collect the tv, it makes absolutely no sense, how is Makro not considerate of the elderly !! This tv was collected at the end of August , it’s now 20th September I have received no feedback I have sent Makro a follow up email last Wednesday and no response. When I contacted there call center I was advised they can’t get ahold of the service provider. It’s absolutely pathetic I have to constantly follow up as my mother doesn’t have the resources to do so and makro doesn’t seem to know what’s going on and my mum is left with no tv !!Worse Service