Platinum Warranty - Terrible Service

I have taken a laptop on contract with Cell C which is still under warranty. My problem I was experiencing was the laptop has to be in charge when in use. The laptop has to remain charging. The laptop is under warranty with Platinum Warranty. I contacted Platinum Warranty on 14/09/20 and was told to have the laptop packaged and ready for collection. The laptop was collected and to my disgust I was contacted by Platinum Warranty stating that the laptop is broken on the side and I would have to pay about R6000 to repair. I told them that it was packaged nicely by me in a box with squashed newspapers to protect the laptop. I am disgusted that the laptop must have been flung and mishandled to break at the edge. Platinum Warranty is now taking time to contact me and repair my laptop. I am Extremely irate and disgusted with the service I am receiving from Platinum Warranty.