Received damaged S95H 77 inch

S95H arrived with a cracked screen 7 days on, still no resolution (New Zealand)

Posting this partly to ask if anyone has been through the same thing, and partly because I've run out of other ideas.

I bought an S95H directly from Samsung New Zealand's online store on 2 September. It was delivered on 4 September with a cracked screen. No image, audio still plays. The factory protective film was still on and undisturbed when I found the damage, and I photographed everything before touching it. Photos went to Samsung the same day.

What's happened since:

- 4 Sept: fault reported. Told a technician would attend the next evening. Nobody came, no contact.
- Next several days: five separate calls to support. Every one ended with "this has been escalated to the senior team." No case manager ever called.
- I sent a written rejection notice under the Consumer Guarantees Act and emailed it up the chain. That finally got a response and an assessment.
- Assessment done. A replacement was authorised, which I take as acceptance that it was faulty on arrival.
- Now I'm told the replacement only gets processed once the faulty unit reaches the warehouse, and that takes another 9–10 days after that.

So a TV that arrived broken on day one turns into roughly a month without a working television, and the only reason anything moved at all was because I wrote a formal legal notice. Five phone calls achieved nothing.

The part that bothers me most: the return instructions ask me to package it "adequately to ensure no liability during transit damage." Samsung's own carrier delivered a 77-inch OLED with a cracked panel, and now the transit risk on the way back is apparently mine.