Poor service delivery from Samsung and MTN

After being a client of MTN for 16 years the service is appauling. I've been upgrading my contract every 2 years since I joined MTN. I've been using the mall@reds store in Centurion, I recently upgraded to the S9+ and was not notified about the SMC service which Samsung offers for R69.99, my 2 year old son dropped my phone and the screen has cracked so I took it to the store after hearing about SMC. I was told by the same consultant who assisted with my upgrade(Nolo) that the S9+ does not qualify. My husband did further research and said I should go to Samsung, after visiting the repair center in Midrand I was advised if I did not opt for the SMC service I do qualify for the repair and I should pay R4500.00 for the repair. I canceled the booking as I found it unacceptable that I was not offered or educated about SMC upon buying the phone so I should not be held liable. I returned to the store and was referred to the Samsung consultant(William) who said he will discuss with his manager. After no feedback for a few days I followed up with William and he gave me his managers contact number, Ernest the Samsung manager advised that Samsung will not be liable because the stored received training. I then contacted Mpho, MTN store manager she advised they were never advised by Samsung that the S9+ qualified for SMC so she needs to refer to head office and revert back to me. It is 4 days later and still no response from either Samsung or MTN. I'm not sure how much longer the phone will work until the screen gives in and I do not have another phone. I have no choice but to escalate via hellopeter because service delivery is appauling. Samsung and MTN should resolve who's at fault in there own time but in the meantime have my phone repaired.