No care attitude from supposed Samsung "VOC - Voice Of the Client"

I purchased a Samsung Galaxy S8 on a business contract on pre-order through Vodacom which I received on the 3rd of May 2017. The phone's screen cracked without any reason on the 25th of May. I literally took it out of my pocket and it had a pressure crack from the side of the screen. There was absolutely NO IMPACT to the screen and it WAS NOT DROPPED. This is a factory defect and I have been struggling since to get it fixed with Samsung.

My phone has now been in the Service Centre for months and they have been blatantly ignoring my emails to get the issue sorted out. They are blaming me, saying that they won't fix it, but it was most definitely a factory defect. They don't want to heasr my case and at least try to come to a mutual understanding. They are just ignoring me.

I have been a loyal Samsung customer for many many years and I am utterly disappointed in how they have been handling me.

I was dealing with Ramona Sonny a VOC Consultant who kept on ignoring me for weeks. Eventually I came through to their service centre and when I asked to speak to her, they let me know that she left the company, but only just a couple of days prior. So she was purposefully ignoring me.

I was then told that a 'Linda' has taken over my case, using the same email address. Again no response and when I phone to talk to her she is not available.

There is a 'Mike' from the The Grove Samsung Service Centre also CC'ed on the mails, but he's never said a peep. Also this email address, ********** is in the email thread, but haven't heard anything from them either.

I am sick and tired of this and it is unacceptable. I am paying for that phone every month and it is currently collecting dust at a service centre.

What are you going to do Samsung?!?