Heat Tech geysers shocking service

Absolutely shocked. My geyser burst under warranty, it has taken three days for their service team to arrive, that is three days without hot water. Their service team dont have a step ladder or fittings to do the job. I lent them my ladder. Now they are going to remove the old geyser and leave the replacement in the roof and i must get my own plumber in to do the connection. The reason: I disconnected the burst geyser and drained it for them. It is clearly visible that it has burst otherwise they wouldn't leave a new one.

I am so shocked at this, I cant believe what I am hearing.