Pathetic service

My Samsang Nx1000 was sent in to Brooklyn branch to sort out the focus as the camera does not focus. The camera is a smart camera and the battery is removed from the camera and then charged. The service centre came back saying I need to pay over R1300 for repairs (even though it's still under warranty) as there is a possibility that the camera could of been damaged due to a power serge. I rep**** informing them that the camera is not powered as the battery is removed from the camera. They then rep**** saying I must pay, it's not their fault it's due to a power serge, it's an act of God and I lose my warranty. Again the camera is not powered up!!!!! Call centre informed they will look into it and get back to me. I originally took the camera in on 10 January and I still don't have my camera or any feedback about my complaint and the repairs. I called and was promised someone will call me in Monday and still no feedback. Extremely disappointed in Samsung.