Appalling service

Repair reference JB/MD598949 I took in my samsung watch, which is under warranty, on 14-10-19, nearly one month ago and have received an appalling service. A part had fallen off, which led to water seeping into the watch and causing damage. It is a swim tracker watch so is meant to be capable of being in a pool. They say that I must pay for the repair, even though it is under warranty. If a part falls off within the warranty period, how can Pinnacle not authroise it to be fixed or replace it. Rather they push the responsibility to the customer? No one has told me why the part would fall off in the first place if it was a high quality appliance? Pinnacle technical staff have not responded to my questions and Samsung say that the tech staff say it is liquid damage and this makes the warranty void!? How can water damage to a watch that is meant to be a swim tracker make a warranty void? I am completely stunned by both their appalling lack of customer care from the day after I brought it in, until this day. They asked me to come and collect it the folowing day,with no expalanation, leaving me thinking that it was fixed! They cannot or will not respond to my questions and they told Samsung that I refused to pay for the quotation, which they have never even sent me?! I need specific answers and some accountability here. Aviva-disgruntled customer