KIC Fridge collapsing

I bought a KIC Fridge/Freezer Combo in 2016 from Game. It works perfectly but a couple of days ago I had to move the unit forward, only to discover that the whole chassis is collapsing onto itself. I reported this to KIC/Whirlpool ********** with pictures etc. The query was initially logged with Giovanni but since then its been bounced to Mthunzi, Ederies, Carmelita. The last reply is now that I must pay for a callout for a technician at R598 but ths is a critical chassis failure that cannot be repaired. These units have upto a 5 year waranty but they are not honouring the warranty and requires a Proof of Purchase - why? Obviously they will try and avoid honouring any waranty/commitment