User abuse of LG G2

My phone recently fell out of my pocket while getting up and the screen cracked. I immediately went to the nearest Cell C branch ( Mimosa Mall, Bloemfontein ) to ask if they will repair it. On arrival I spoke to a young lady who immediately told me that the phone will not be repaired, I asked her why will it not be repaired and she rep**** sarcastically user abuse. I am not pleased with this answer as to this phone was my pride and joy and was not abused it was kept in a body glove protector as to protect my phone, unfortunately as most accidents are the screen cracked when it fell. Please help me with this problem as clearly it was not user abuse.<br> <br> regards<br> a caring non-abuse customer