Damaged Goods Sent for Repairs Complaint

We opened a account with your Dobsonville branch November 2014, during October 2015, the Samsung television set we bought accidentally fell without any person being near it or cause the set to fall. The television was taken into the store and the damaged reported together with an avidavit from the SAPS. I am a blind pensioner and went with my husband, no-one informed us that cracked screens are not covered under the guarantee, only when we enquire almost a month after taking the set in, we was advised that cracks are not covered and that we should pay an access amount of R4000-00 for the repairs of the set, That is What The TV ORIGINALLY COST??? I was the advised to speak to a Admin Manager, What for I wont know, The instalment on the account stays the same although I dont have a TV??????, I would like someone to respond to this querry with more sensible answers or call me on *** or my husband ***.