messed up service

Firstly i had 2 Blackview p10000 pros my brother and sister in law had ech one and all of the charger boards of ALL the phones gave a problem. I bought myself a BV9100 and my wife a Bv6600. So far My wifes phone had a screen replacement of the so called rugged phone which i had to pay for. then the phone stopped charging and i send it for replacement of the charger board. The phone went in with a screen that was NOT CRACKED and i was contacted and send a pic of a crack in the screen. Now after the action(cracked screen) Anja from blackview told me i was supposed to take a pic of the phone before the courier guy picked it up. Blackview arranges the Courier for us their client/ customers. It should then be their responsibility to see to the NITTY GRITTY of actions taken to ensure the packaging and pics that taken is done by their Courier guy to avoid arguments afterwards. I told Blackview that they should have told me about the responsibility they now claim i had by taking a pic and wrapping properly of the Phone/item before the collection and NOT now afterwards when its too late. They now say they cant even repair the phone due to the cracked screen. I am now the loser of the phone due to their incompetence to ensure proper management of the courier service they provide.