Damaged TV screen delivered to the house

My boyfriend bought a Samsung UA49MU7351 49" Curved UHD TV online, the screen was damaged when the item was delivered at home. I was instructed to log call with Samsung ,for a technician to come out and assess the TV. The technician came out and he wrote a report back to Samsung. I was told loot cannot replace the tv because it was physically damaged . Loot requested photos of the TV, which is what i did .ever since then i have been taken from pillar to post .