Bad Customer Service

I have a faulty Hisense TV which was purchased from Tafelberg Furniture and is still under warranty. We reported the fault to them and their consultant Faeeza arranged for the TV to be collected on 16 August 2023.

After two weeks we tried following up on the progress until 12 September when they only got to log the fault with Hisense. Hisense dispatched a technician to check the TV at Tafelberg Furniture premises on 15 September 2023 and the remote was found to be faulty not the TV. Tafelberg Furniture has not released my TV even today, why are they keeping the TV while Hisense is done with the diagnosis and closed the call?

The other question is why it takes them 3-4 weeks to log the fault with Hisense. Was the fault even going to be logged if we didn't keep following up?

All I want is to get my TV back, why are they keeping my TV?