Bad customer service from Travelwize

The lock on the cabin luggage sized suitcase jammed the first time the suitcase was used. Security at Frankfurt Airport needed my daughter to open her suitcase and because she couldn't they cut the lock open. I was told telephonically by Travelwize (SMD Technologies) that the warranty would cover this and that when my daughter arrived back in SA I needed to take the luggage set back to Game and that it would be replaced. When I did do this suddenly the warranty didn't cover it as the suitcase had been damaged. It would only have been covered if we had brought the suitcase with the lock still jammed back to Game. We did not damage the suitcase and security would not let my daughter get onto her flight without opening her suitcase. It is amazing that this is now our fault. I am not happy with the way this has been dealt with at all.