Warranty return

I purchased a well point pump from takealot. The pump was faulty. They rejected the claim because they said the unit has been altered. I had to extend the wire because it was so sort. Absolutely no alteration to the unit itself. I had to then take the pump to their suppliers which was then sorted out in warranty. Now why didn't takealot take the time to even send the unit to the suppliers instead of just out right rejecting the claim