Poor service/communication/

Worst experience regarding a repair under warranty on my samsung A12 phone ,poorest of poor service/communication and time taken to effect repairs to date 20 plus days including taking the phone back as they had cracked my phones screen whilst in their car and are now trying to refute it by saying I had handed it in with a cracked screen.when I handed it in to Jason the technician at Blue route Incredible Connection he inspected my phone and there was no mention of my phone having a cracked screen.......and to date awaiting my phone back in the condition I handed it in,ie screen not cracked