warranty issues

i have sent my blackberry for software upgrade as it was keep switching off bt then i get a quote of R1450 to get a refurbished phone as they say thy cant fix it cos its track damaged , how can i damage the tracks on a sealed phone, if it was water damaged or physical damaged i can be held respnsible. the consultant (Benjamin 3 Aug 2015 13:00) refused to put me threw the manager, wat the purpose of warranty , i need more info please if you cant assist to take matter further