Unsatisfactory service

I returned my microwave which was still under warranty, and it went for assessment 10th April. The microwave was delivered at Makro Montague Garden. I received a call, and I was told its damaged because it has ****roaches. How come? This was not mentioned in the returns policy and consumer act. The lady that called me was respectful, but she never gets back to me. I did a follow up today and I am still waiting for response regarding my microwave being repaired as per the warranty. I am not happy with the decision that was taken that I need to pay before my microwave is fixed or take it like that. I didn’t buy from roadside shops. I bought electronics from other stores like Game, Checkers and most appliance stores non have ever told me to pay before my electronics is fixed especially if is still under guaranty/ warranty. I am highly disappointed. I need my microwave repaired or replaced.