Can't or don't want to???

Baught a samsung microwave at game on the 1st of may 2016. Item has a 2 year warranty. When I moved to a new house in December I threw away the box (with the slip inside) the microwave just stopped working around march 2017. I went to game Potchefstroom and asked them if its possible to reprint the slip. THE GUY SAID YES, IF I CAN GIVE HIM THE DATE I BAUGHT IT HE CAN GET IT. I went through all of my statements and stuff searching for it. I got the date as the 1st of may 2016. I went back to the store and talked to a lady. She said they can't do it because they just updated their servers. I would like to know if she just didn't want to or couldn't do it?