Extremely poor service

My Samsung 4K TV I bought at the VNA Waterfront Cape town a year ago is still under Guarantee. In the first week of my TV not working I called the store and they told me they logged a call to have my tv fixed and Samsung personnel will get in contact with me to fix the black band on appearing on my screen. The second week came and still no word from Samsung. I called the store and the lady that logged the ticket was surprised nobody has reached out to me yet, escalated the ticket and told me by today I would receive a call from them, I am going onto my fourth week and still nobody from Samsung has reach out to me. I am disgusted by the service I am receiving from the company I buy all my electronics from.