No Warranty support

Took my 2 month old faulty Iphone 6S to MTN Midrand high volume repair centre. Spoke to a rude gentlemen called Quinton. There is a small scratch less than 3mm at the bottom of the black part of the screen, after booking the unit he refused to assist any further as he said it was a crack, which it is not. I asked for a manager, he said there is no managers on duty. And eventually my driver left. i took the matter further and spoke to Serah Naidu a supervisor in the HVRC contact centre. She asked to mail pictures, i did. She mailed back asking me to return the phone to Mirand and speak to Suyash, the warranty claim will be done while my driver waits, and the replacement will be done. Suyash wasn't helpful at all after making my driver wait for more than a hour. He said the warranty is void due to the small scratch which he calls a crack. What does a minor scratch have to do with component failure? We all have scratches on our phones, I have been a client for close to a decade and this was my first warranty claim, pathetic. Mailed Serah again no response, is the how you treat longstanding clients? The media will be my next point of contact, if i dont receive a resolution.