Automated response or just someone needing 'stats'

Long story short, my Samsung Galaxy Note 3 fell and the Display and touch screen broke. A month after that I send my phone with a friend to Samsung in Johannesburg, as I heard they allow repairs to the screen once or twice within the two year warranty period. I live in a remote town in northern KZN, Pongola, so I could not do this myself. <br> My friend tried and was told they only cover the actual screen, not the display, thus I assumed all is lost, got a new ''cheapie'' to get along, also a Samsung, which also broke a few months later. All this is about a year ago. I then ''inherited'' my Mom's old S3. No surprise, the display and touch screen broke a week ago. So I thought it is time to fix my Note . Phoned gateway Samsung to get a quote, where by my surprise, Rissalin informed me that the repairs is covered in my two year warranty, which expired 04 October 2015 :(. So I write the whole story to Samsung via the email option on their website, maybe they will understand my situation and give me the benefit. Fat chance, in return received an automated email almost 5 days later saying I must call the call centre... O yes and complete a short survey. It was a yes or no answer.