iWyze terrible service and failure to resolve my household emergency

We received the worst possible treatment and service from iWyze. We reported a geyser leakage on Friday the 23rd of March 2018. We were told that they would send one of their certified plumbers to come onsite and attend to it. When the plumbing company arrived, their representatives refused to do anything to the leaking geyser stating that it was still under warranty and that they would advise us to refer the case back to iWyze for further assistance. On Saturday morning we called iWyze again to inform them of what the plumbing company said; they told us that they have referred the case to the manufacturer and that one of the agents from the manufacturer would come and assist us. The agents from the manufacturing company arrived on Saturday and advised that the damage to the geyser was as a result of incorrect/ faulty installation. They too refused to work on the geyser and referred us back to iWyze. We had to survive the whole weekend without hot water supply in our household. On Monday, we call iWyze to inform them of what the manufacturer said and they told us that they would send a plumbing company to assist us with the problem. The plumbers arrived with a brand new geyser and asked that we pay an excess amount of R500. This was not what was agreed upon, on the phone prior to the plumbers arriving . Had it been a situation where the geyser was not within the warranty period and something of this nature occurred I would've been more than willing to pay the excess. But this geyser is still under warranty. iWyze or the manufacturer Kwikot should be liable for any cost incurred in fixing it.