Poor service

My ikhokha machine suddenly stopped working showing the following error: "System error! Invalid Keys!". I called ikhokha on the 24th of March 2022 to report the matter and was told the machine would be replaced in 2 - 3 working days. Today (30/03/2022) I called to enquire since I haven't received the replacement and I was told to send the front and back picture of my machine - which I did. Later I received the following message "Good day, The Logistics department has declined the replacement due to physical damage/machine being tampered with. Kind regards, Nomzamo Makhaye. I have been returning my customers since last week, hoping by this week the matter would be sorted, mainly because I trusted and believed they will deliver as promised as a reputable company, But now all get is "SORRY you tampered with the machine", like seriously??? Regards. Fumin, angry and disappointed customer.