HAS SAMSUNG RUN OUT OF MONEY?

Dropped my phone Samsung S6, smashed the glass. Told I get a free replacement. Left my phone on Saturday 15 AUGUST 2015 and was out of the country. No communication from Samsung. Went to Care Centre again and they tell me they have to replace the silver section around the phone (I wondered about that because those scratches were from the past and never affected the phone) and said they could not proceed because i had to agree to a quote and pay over R1000 for that.. But this was not communicated to me in the meantime. Since then phoned once, been back twice to find out what has happened to the phone and told they do not have the parts