Top-end TV issue, under warranty, no feedback or response from anyone, including CEO escalation

I'm running out of ideas. I escalated a query using the CEO escalation option on the Samsung website, because I have not had any luck with the usual Samsung customer care / service centre.

It's been two weeks since this and I have had no feedback concerning my TV, which is damaged (following a faulty panel replacement), and which is still very much under warranty.

And this escalation itself is well over a month after my original service request, which went completely ignored, even though being logged and me requesting updates repeatedly.

I have just tried emailing again, pleading for someone to assist. I'm not sure what to do. What should I be doing differently?

For reference, my email (to which I received an automated response, so it is logged somewhere), is copy/pasted below:

-------------------SENT roughly 2 to 3 weeks ago-------------------------- Hi guys

Apologies in having to go this route, but I am really struggling to get any feedback, updates or assistance with an outstanding service ticket.

I purchased the top-end 65_quot 9500 SUHD curved screen near the end of last year.

Unfortunately the panel proved to be defective and was replaced a couple months ago. The service was good and quick in this instance.

I noticed, however that the new panel was scratched and damaged, and had not been seated properly into the base, which had also had it''s clips broken.

I reported this to Samsung, who sent a technician from a separate service company to inspect.

The reference number for this is: ********** .

The technician took pictures of the damage and confirmed that the unit had been damaged, and said he was recommending the panel be replaced again, or if the damage to the base proved too tough to fix, that the unit itself be replaced.

This is where my issue begins: Following this inspection I have been unable to receive feedback or updates from Samsung as well as the service company. When I call Samsung (which I have on numerous occasions) they tell me to call the service company. And when I try to call the service company they don''t return my calls and never available. This has been going on for over a month now (please check the date the reference above was logged). In my opinion this is something which Samsung should update me on and should hold the service company accountable for some type of response time SLA.

While I''m not expecting out of the ordinary service, I did pay almost R 60 000 for this TV, and am in general a massive Samsung fan, purchasing many top end products for myself and my businesses.

On a TV of this quality and cost I do expect to have it working and and in a good condition + undamaged (without any quick fixes).

So it''s a pity I''m struggling atm, when this could have been a smooth replacement process and I would have continued on my way being happy.

Any assistance would be appreciated.

Thanks, Jason