Conflicting information provided by Samsung South Africa

My Samsung Galaxy S7 Edge's screen got cracked recently. I then contacted Samsung and was communicating with someone there via the online chat (the chat contents are shown below). He told me that my phone is still liable for a free screen repair and that I must take it to the Samsung Service Centre in Morningside. When I contacted Samsung ADH Premium, they mentioned that I am not liable for a free screen replacement because I am the second owner of the phone even though the phone was never repaired before.

The Samsung brand is being tarnished in my eyes.

LiveChat

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Welcome to Samsung Live Chat. How may I help you?

Hi. I would like to find out if I am eligible for a free screen repair on my Galaxy S7 Edge

16:45:47

My IMEI number is ********** ********** 0

16:46:43

Tiisetso

Good day.

16:46:44

Tiisetso

I have read your concern and will be assisting you.

16:46:50

Thank you

16:47:12

Tiisetso

Please advise what device you are using.

16:50:07

It's a Samsung Galaxy S7 Edge

16:50:21

Tiisetso

When was the unit purchased?

16:52:07

I'm not sure because I purchased it from someone else in September last year but at that time, he mentioned that he only had the phone for 5 months

16:52:54

Tiisetso

Please provide me with the model and serial number of the device.

16:53:38

It is a Galaxy S7 Edge (SM-G935F) and the Serial Number is RF8H22E1SKR

16:55:18

Tiisetso

Allow me to pause for 2 minutes here while I research your situation. Is that okay? Thank you.

16:58:07

Yes. That's fine

16:58:23

Tiisetso

It shows the device is still within 12 months of warranty.

17:00:01

Tiisetso

You may take your device to your nearest Samsung service center.

17:00:14

Tiisetso

Where are you located?

17:00:20

Thanks. I am located in Randburg so I will take it to Constantia Office Park

17:00:45

Thanks

17:00:56

Tiisetso

You will need to go to the service center in Morningside .

17:03:30

Ok. I will go there. I will get their address from the Internet

17:03:52

Tiisetso

Name: Smart Care Center

17:04:03

Tiisetso

Address : Shop 30, The Wedge Shopping Centre, 255 Rivonia Road, 2196

17:04:04

Tiisetso

Contact: 010 ********** or **********

17:04:23

Thanks. I know where that shopping centre is. I will probably go on Wednesday