HiSense - Lies about screen crack

Good day

I hope you well,

My mother bought tv and it has strips took it to OK store and technician says the screen has cracked but it was handed in the store without the crack, phoned the store they say technician said is the internal crack. When I call Hisense they say is not an internal crack is a crack but the store says the is no crack outside .the is an internal crack. I need a way forward because this TV is under warranty. Internal crack means we have crack it inside

My parents has never bumped or scratched the screen. I have attached the slip I received from Ok when we handed in and it clearly say in good condition, The was no crick at all