Claim approved but still no replacement

Digiital Experience was appointed as service provider by FFW to replace my tv set. Both times they delivered from JHB to Cape town the set was damaged. the first time it happened I requested Jan at digital experience to use another courier but he still opted to use his regular courier company 2nd time around. He wanted me to take a LG tv and pay the difference which I declined. After requesting a service provider and FFW finally contacting Jan they called me back claiming that Jan indicated that I might have damaged the set myself and that he is waiting for a report from Samsung. I dont understand the about turn this was never communicated to me not once. All I want is my replacements set. Its going on two months since my claim was approved.