Lewis damages my tv and then pull up their shoulders.

We bought a tv from Lewis in Naboomspruit October 2016. Two weeks ago the screen was blank and had no sound. We googled and saw it is a common problem with that brand. The branch in Naboom told us to take the tv them but we explained to them that we moved to Bela Bela. They said we can drop off the tv at the Bela Bela branch so we did on Friday,Anna helped me. Monday Wendy at Naboom phoned and told us she is confused because the screen is cracked. We took the tv in its original packaging with the polystyrene with all my details stuck to the box to protect the tv from getting damaged. The screen was NOT cracked when I dropped off the tv. I have insurance at King Price and IF the screen was cracked in my possession I could have claimed it with them and I would have had a new tv by now and not go through all this hassles. Its been two weeks since they have our tv and they are going back and forth in figuring out what to do. I feel it is EXTREMELY unfair and unacceptable for a customer to be held responsible for the negligence of a companies personnel.