currys whatever happened to my tv????

del77

iv just come off the phone to someone at whatever happens and i still cant believe my ears.3weeks ago my tv stopped working(no power)nothing new as when i bought it 2yrs ago after a few weeks i could hear it but nothing was on screen.so when it stopped working this time i did the same as before rung them up,they came had a look(i mean had a LOOK,no tools,no clipboard with a checklist attached)told me it happens all the time with this tv they dont make them anymore(samsung 42" plasma) and out the door they went with my tv.with a we'll be in touch shortly.
back to today after ringing them up and waiting over 15 minutes to talk to someone iv been informed my tv is bieng sent back with a letter to explain that the SMASHED SCREEN AND CHUNK MISSING FROM THE FRONT OF MY TV is not covered and does not constitute a power problem.you can imagine my response and after 5minutes of scaresly uninterrupted abuse by me i was promptly cut off.i did manage to calm down and relay to a later advisor(after a 20min wait)what my problem was and the fact that i didnt ring up in the 1st place and mention any damage to the tv.his agreed and told me thats why the engineer has classed it as suspisious damage because its booked in as a power problem.the underwriter has seen his report and thier sending back the tv with a letter so i can appeal.and they can have an investigation.but id allready asked the 1st advisor why did he not just ask the people that took my tv if they collected it in that state?which he replied he had and they did!!!the 2nd advisor told me this would be untrue,maybe after my initial onslaught the 1st advisor wanted to wind me up i dont know?
has anybody had the same problem?
how did they deal with it?
do i accept the tv back?i mean it aint coming back in the condition i sent it and by all accounts its most definately damaged
thanks
a deppressed del(i love that tv,that was the biggest single purchase iv ever made,words cannot describe my feelings at the moment)