Sybil K

Damaged Television Delivered and Store Refuses to Assist – Unacceptable Service

I purchased a television from the store on 25 February 2026 for R6000, and the experience since then has been extremely frustrating. At the time of purchase, I was informed that the television was stored at the back of the store, and it was never brought out for me to inspect before delivery. After reporting the issue, I was sent pictures claiming the TV had been checked. However, the protective strips covering the area where the crack is located were never lifted, meaning the screen was not properly inspected. The television was delivered to my home at around 19:30. The driver briefly switched the TV on but did not remove the protective strips, including the section where the crack is now visible. The following day, when I properly assembled and switched the television on, I immediately noticed a red line along the edge of the screen. After switching it off and on again, the screen started glitching and the display worsened, making it clear the screen was damaged. I reported the issue immediately and logged the complaint myself. Unfortunately, I have received no meaningful assistance from the store and it appears they have assumed that I caused the damage, which is completely untrue. A Hisense technician was later sent to inspect the TV and confirmed that the screen is cracked. I was then told that because the screen is cracked, the contract becomes null and void and the service call was closed, leaving me without a solution. It has now been two weeks with no resolution. I contacted Hisense again and was told my case would be escalated, but I have still received no feedback or assistance. As a single mother who has only recently become financially stable, spending R6000 on a television was already a major expense for me. Being expected to absorb this loss for a television that arrived damaged is extremely unfair. I am simply asking for a fair resolution, whether that be a replacement, repair, or refund, as the damage was not caused by me. I hope the store will take accountability and resolve this matter urgently.