Bad service

Geyser burst under warranty... Called in a week ago, call was not logged. Called again, they sent D And D electrical and plumbing. The replacement was 16cm bigger so they plumber said that he will charge me R1200 for an installation. Called the service centre, they said its not their problem. I asked if they could send another company out, they said they will charge me for it. So for 16cm x 2 piece's of pipe it will cost me R1200 under their warranty...