Shocking service

I'm currently sitting in the store and the staff are incredunhelpful, disinterested and honestly the very worst brand ambassadors for Samsung. I have a Samsung phone with Samsung Care+ cover for the screen. They are now telling me that as there is a crack, I need to pay an extra R1000. Surely screen cover covers cracks? Another customer in front of me is trying to get basic assistance his email, the guy serving him couldn't care less. Horrible service, misleading advertising. This store should be shut down!!!