NO WARRANTY FROM CTM THEY SELL ****

I regret buying bathtub from CTM nelspruit , zero customer service . I bought a bathtub for R13000 with a warranty of more than 10 years within two years the bathtub cracked went to CTM and they said I must send them pictures which I did , they send me form to fill for a claim after I submitted the claim they turn around and claim the was excessive force and refuse to honour the warranty . How can they claim that the was excessive force when they didn't even come to inspect the bathtub. This bathtub was used by my children who are less than 60kg I had a similar bathtub that I change it dint give me problems and I took it out and donated it and it is still working . The assistant at the shop told me that another customer had the same problem with his bathtub that cracked which make me believe is the factory fault