Samsung care service

Had the most disappointing day at a samsung store, for the past ten years I’ve been a loyal customer and i was refused customer care of which i don't think samsung stands for, went to visit a branch to fix my wife’s , daughter, son and my phone and i was rejected the samsung care service ,i was told from the day of purchase that i am to receive a free screen repair should anything happen. Today after traveling i was rejected the service and my whole family uses samsung so you can imagine the awful disappointment.