Lack of service

In-law Samsung TV packed up. Sister-in-law misplaced the slip in between the house move. I made contact with Hirsch's Milnerton to get a copy of the purchase so I could arrange for the repair. Sharen at Hirsch's emailed the service depart and included me on the email. A gentleman from Unitronics came out and repaired the tv. I tried to make contact with both Hirsch's and Unitronics to find out if everything is sorted. I get this really obnoxious email from Ariel of Unitronics that we must pay or they will removed the unit that was replaced as the screen shot of the purchase will not suffice as a proof of purchase. Now my grip is, why didn't Sharen from Hirschs' not bother to tell me that a screen shot will not prove as Proof of purchase and suggest something else, as the unit was only purchased on the 24 Dec 15 and to us is still under warranty. Pathetic service of Hirschs and Unitronics.....