Claim was rejected

A friend on mine was having internet installed by a at&t technician. The tech. accidentally knocked the t.v off of its stand. My friend picked it up the t.v and tried to turn it on, but the t.v was broken. The technician called his supervisor and admitted to him that he accidentally broke the t.v.   His boss came out and examined the situation and filed a claim. The supervisor gave them a claim number and a phone number to call. When my friend called to check on his claim it was denied and was told because they didn't have video or pictures of the technician  knocking the t.v over that their claim was denied. THE TECHNICIAN ADMITTED IT WAS HIS FAULT. THE TECHNICIAN CALLED HIS BOSS AND TOLD HIS BOSS THE DAMAGE WAS DONE AND IT WAS STILL DENIED. My friend has 4 children and now no t.v for them to watch. PLEASE HELP!!!!!!