MTN Shocking Service

I am disgusted at the service I received from MTN and Sansung after I received a Samsung S10+ on an upgrade... only to find that the volume button had fallen out of the phone 3 weeks later. Neither MTN nor Samsung offered to replace the BRANDNEW phone but instead said I could send it in for repairs which would take up to 4 weeks.. no loan phone available and that I would have to pay for the repair.... this is shocking!! It is a very expensive phone..apparently...but if something as simple as the volume switch can fall off the phone I question Samsung quality as a whole...