Poor customer service

My mother log a complaint 3 weeks ago with makro cape gate where she bought a Samsung curve 55” from. She bouht the tv on 3 November 2017 which she saved up for a tv and bought it cash. It was in a box which was open and resealed. The tv was fine in the box and she took it. Not to long ago they saw a crack on the frame and the left side of the tv gets extrem hot, they took it to makro to show them how it look they sent her back and said they will sent one of Samsung representatives to her to look at the crack. The guy came and said that it is not there fault makro should deal with this. Samsung can fix the frame of the tv but she doesn’t want to fix that because she bought a new tv. This is really frustrating for her she have to drive up and down ,call them a million times and never return with any news. This is a pensioner and she is tired struggling with Makro cape gate’s poor service. Please help its really sickening.