Pathetic service from Apple Service Centre

I got a MacBook Air on vodacom contract for my daughter. 2 weeks later it had a problem we took into vodacom and they said go straight to Apple Store and send it in. They sent it to repair centre and the problem was sorted out. We picked up the MacBook and confirmed it was working. A day later when we opened it, there was scratches on it. When it was booked in there was nothing on it and we have photos to prove it. We also have pics to show the scratches after we picked it up. It was even verified at the Apple Store in Gateway that there was no scratches on it when it was booked in. We have a lot of Apple products and know the value of it and there is no way in one day that we had scratched it. Apple refuses to sort it out saying that we signed acceptance and took it away. We signed acceptance and took it cos the problem it went in for was sorted out. They had opened the MacBook and waited for parts to come from Europe to fix it. The scratches was made when that was done. When I asked why are they not replacing it as it was 2 weeks old they said different countries have different policies. For Apple being the leader in technology their service is really pathetic and it’s sad that we as loyal Apple users have to face these kind of problems.