They don't want to act according to their guarantee

Nombulelo dyantyi bought a TV that was recommended to her by the ok employee cash from OK furniture store. Within 6 months the TV went blank and we took it back to the store knowing that it has 2 year guarantee. They rook the TV for inspections and came back saying that they can't give her another TV or her money back cause it was her fault that the TV is not working she was supposed to buy a red plug mind u that was not discussed on the day of purchase and she never wanted the hisense TV however they convinced her to buy it. I believe that the TV had problems before and they wanted to get rid of it and she was the victim.

I emailed the ok head office the problem thinking and hoping they will do the right thing and thier feed back was that they cannot do anything it's her fault and they can not refund or give her another TV. We tried them on Facebook as well till to-date no response. I hamble ask Hellow Peter to step in and help.