Damaged TV Box and Unrepaired TV

Assigned as the designated service provider to repair a Samsung TV still under warranty. Never ever removed a ***** to even review the electrical components of the TV to diagnose that that panel is the problem. Took the TV in the original box with no damage whatsoever, returned the TV in another box with the TV completely unprotected inside. When I complained requesting the original box, it was returned damaged both bent and with water damage? How can they claim the TV was well cared for when the original packaging looks like it’s been left out in the rain.