Returning process a living hell

I returned a TV on 23 October 2024. It does not give any picture or sound and is 1 year old with 2 years remaining of the 3 years warranty. I choose the option for replacement. It is 16 days today with no replacement or even update on the process. I did an enquiry and they could not even provide a reason for delay or way forward. I am using Take alot sonve 2019 and this is my first return and its like living hell. Imagine I must pay dsttv but there is no tv to watch what I am paying for.