Appalling lack of accountability for a defect Samsung watch

Repair reference JB/MD598949 I took in my samsung watch, which is under warranty, on 14-10-19, nearly one month ago, to Pinnacle, an approved technical care service in Midrand 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 Samsung 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? The care centre-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. I need specific answers and some accountability here. Escalation at the complaints department has resulted in no joy. Nonhlanhla repeats the same story without being able to explain why this would happen in the first place if the watch was adequately manufactured. Aviva-disgruntled customer