Bad regards for customers

I bought two samsung phones for R2000.00 each last year December at woolworths and it had a warranty for it to be fixed when the phone has a factory fault within 6/12 months upon purchase. A month later upon buying the phones, one of the phone had a keyboard fault as the keyboard could not pop out on the screen and when I took the phone for repairs they refused to fix the phone saying the problem is not a factory fault but my own fault and for them to fix the phone I will have to pay an amount of R2500.00 They said the phone had a screen crack and the warranty fall off but the reason I took the phone for repairs was not for the screen but for the keyboard. How can a keyboard not popping out on the screen be a customer's fault and how can I pay the same amount I bought the phone for it to be repaired.