Scrated my watch

I took my watch to the Sandton City Fossil (3-12-2017) to put in a new battery. The watch is still brand new. The staff said it would take 10 minutes to replace the battery I left and returned 20 minutes later. I was told by the staff that machine broke while they were trying to remove the back plate and they cant change the battery, I should take it to Edgars to their watch repairer. I immediately examined the watch and found deep scratches on the back of the watch, I immediately told them that these scratches were not there before. The staff responded by saying they can order a back plate and it will take 4 weeks to get here and they are very sorry. They began filling in the forms and printing out a repair receipt.

1. If Fossil cant replace a battery on their own product with our damaging it where do we repair/ replace? 2. Why was I not told immediately that they had scratched my watch ? 3. Why was I told to take it to Edgars to repair, was the plan to pass the blame to the Edgars repairer ? 4. Once I was out of the store its not their problem anymore ?