S7 Edge Glass back loose

Noticed that the back glass is pulling away from the housing. Called customer care logged a case. Was told the obf depth. Will call me. No one has. Went to Samsung care centre Nandi drive they confirmed the fault. But cellc won't do a obf because it needs assessment at their head office. Please assist. Is this what you have to go through in this country. This is not right. Why are we paying so high prices for no service.