Bad service with hitech therapy

I sent in my ultrasound machine to Hitech therapy because my applicator cable had a Crack and needed it to be repaired.

They instead serviced the ultrasound machine and sent it back to me, with my applicator cable more damaged than when it was sent in, literally hanging on a piece of wire. When I ask via email, how the cable they sent back to me can possibly be mine, there must've been a swap somewhere, they email me back an invoice of R5000 to have the applicator cable replaced. Hitech therapy manager refuses to take responsibility of this and they claim, the cable might've been damaged in transit.

The manager further says: I cannot use the unit with a broken cable because it is a medical device and yet hitech sent it back to me in shambles.

In all my years of being a physiothe******, I have trusted hitech therapy, their equipment with patients and their service. But this? Is beyond appaling. I'm beyond disappointed.