Wont fulfill warranty and client must supervise

My kwikhot geyser burst within warranttee which firstly makes me question the quality of their product. Their staff get contacted by my insurers to replace the geyser which they installed. <br> The team that arrives doesn't know how to do this (keep in mind it was installed by Kwikhot and say I (the client) must show them. When I advise that I'm not a geyser installing professional they state that they then cannot fulfill their warrantee. The teamon site contacts their manager to call me, Jan, who advises them that if I the client have a problem I must call him as he WONT call me.<br>