Cracked Screen- Unfairness

I recently decided to move from an Iphone to a Samsung because apparently as per family members the service from Samsung is fair and always there for the client. To my dismay, my handset that was bought in December 2017 was accidently dropped by my pet while charging. The screen is now cracked. To my knowledge we have always been advised that Samsung gives 2 free fixes for screens for their devices regardless of the retailer that the device was purchased from. Chat to a Customer Care Agent online and he confirms not the device I have. Where is the fairness in that and service thereafter? Accidents happen and while the cost of my handset may not be to that of your latest devices but I worked hard to buy this device. I will need for the screen to be repaired as promised when I purchased with the retailer at no cost to me.