Horrific service from Samsung

In actual fact I wanted to leave out all of the stars. The service received wasn't poor, it was nonexistent.

Henry Upgraded to the Samsung Z4 flip. In his entire life he's never had a broken or damaged phone. He just takes suck good care of his belongings. Not a cracked screen or cover - ever.

The Phone was absolutely fine and off course Henry loved it. He took such good care of it. A short while ago Henry opened the phone to find a line on the screen. Not a crack but a line within the lcd. It came and went. But seemed to get worse with time. The top part of the device still worked but the bottom part was not functioning. Henry then took the device in. Days past without us hearing from the repair center. Then we were shocked with a R10K quote. So I've been in contact with them. This is the mail received from them.

As the tech found that there where damage on the inner screen there for they wont be able to fix in warranty for further information you can contact our Head office *** or ***

My question is: It is mentioned that the impact damage is on the inner LCD, - which to my understanding is what the warranty is for. Please explain how inner impact damage can occur without the outer LCD, Screen, Face of the device not showing physical damage, scratches, or impact.

I am livid and totally shocked. Off course there was no manager available to talk to when I phoned and the person helping was like, well that is what it is.

Could someone address this and get back to me? I'm horrified with the type of customer service received. Thing is, If I knew we were at fault I would not have been so upset, but I mean come on.