Hisense Roku TV dark screen

Good luck getting any help from Hisense! My TV started experiencing the same dark screen problem that hundreds have complained about across the internet. I notified them about it since it is 2 months old and under warranty and their support person said it is a common problem and they would mail me a repair part and a technician would come to me to replace it. The repair date was set for Nov 16. I received the part on the 13th and went on their site to see if they gave a time to expect the repairman. What I found was that they had pushed the date back to the 20th. They sent me no notification of this so it was good that I looked!

Today Nov 19 I tried to contact them to see what time of day to expect the repairman. I called the support number given on their site 3 times and each time I would get to the part where they said "your wait time will be under 2 minutes" I then heard about 15 seconds of music and then silence I kept the call open all 3 times and after 7-8 minutes they hung up! I did an online chat help and the lady said to return the part because they had "escalated" my case and the serviceman would not be coming. They would instead call me in 24-48 hours with instructions on how to return the TV and they would send me another. I repeatedly asked for the number of a supervisor and she would not give me one. Finally she said, "A supervisor will call you before the close of business today!" I waited all evening and I received an email at 8:20pm saying they "had been unsuccessful in contacting me" and gave the same support number I had called 3X earlier, This time I did get someone and she went through a laundry list of info she needed to verify my identity including my phone number which they had correctly so there is no logical reason for them to not be able to reach me! 

What did she tell me? "Someone will be contacting you in 24-48 hours to get your credit card info and we will charge you for the replacement TV and refund your money when we receive the defective TV back!" I requested a refund and she said that was not possible! Had I not contacted them I would know none of this and would be spending tomorrow sitting around the house waiting for a serviceman who was not coming! I had already arranged to have tomorrow off to be here for him so I wasted a personal day!