Hi-fi corporation services consultants are rude

Bad service rendered by hi-fi coropration West Gate Mall branch, We bought a JVC 60'' TV in May 2017, I was advised by the sales asstant that i should take 3year warranty at a cost of R849 ofwhich i did. on the 11th of April it got broken and they took it in for repairs and brought back on 7th May 2019 and on the 11th it started to switch on and by it self the very it had before and i reported the matter to them and they sent 2 guys to come pick it for repairs, and I called them Spoke to Zane and he told me that they cant fix the TV because the people who fetched did more damage to it and I must come pick it up, now because they sent their agents to come pick up the TV and they broke it who is supposed to take responsibility for the damages? Can their client liason officer urgently contact me on *** so that we can solve this matter. rather than taking the legal way.