Kwitkot pathetic service

Bought a geyser in 2018, comes with a 5 year warranty. My geyser is situated over my awning. It started to leak 2 days ago, in the afternoon. We tried calling a few numbers including the 24 hour assistance line but no luck. Eventually we got through to someone and logged a call. We asked what can we do for now to stop the water leakage and she informed us. The next day 2 of your technicians came out and had a look. They refused to have a look to sort it out as they said they are scared to get hurt if they fall and damage the awning so they left with doing nothing. They gave us a part and told us that our plumber will fit that part and it will be sorted. Our plumber came in today and had a look, he mentioned that he buys geysers from kwitkot and he installed many of there geysers higher then what we have and he doesnt understand why they cant do it. We are still going back and forth with phone calls and people and payment. I dont see why though as this geyser is still under warranty. Kwitkot needs to replace this geyser. No one could have tampered with it as it is situated in a place where no one can touch it. If my plumber managed to fit in this geyser and not break my awning or hurt himself then why cant kwitkot technicians do it? Our plumber came and had a look today and told us to give kwitkot a call. We did that. Kwitkot now wants my plumber to take out the geyser as they want the old one back and then they want to replace us with a new one. My problem is, who is going to pay for the removal and fitment of the old geyser? We certainly aren't in a situation for this sort of expense, it isn't our fault. We need this fixed asap.