Untrained rude staff

I wanted to take a contract on a samsung S5, the gentleman working there at the time told me to rather go with the samsung A5 as it includes the ADH cover for 2 free screen repairs. When the time came to repair my screen, the gentleman was no longer working there, and he got it all wrong. The manager(zakeera) told me the ADH cover is actually with the samsung S series. Now they refuse to help me, let alone care to help me. I have a recording on my phone, when I was in the shop today, of the manager(zakeera) telling me she does not care. Do you call that service? I feel the network providers should know with what a poor company they are associating themselves with as it gives them a poor name as well