We have bought tv from the shop by instalment and the tv get faulty they came and pick up it they did send it technician and the response from technicain is that they return not repaired because of the ****roach

We have bought tv from the shop by instalment and the tv get faulty they came and pick up it they did send it technician and the response from technicain is that they return not repaired because of the ****roach.my concern is that they never explained such things to us.