Samsung fridge

I'm extremely disappointed and frustrated with Samsung's service and how my complaint was handled. A glass shelf in my fridge suddenly shattered without any apparent reason, causing damage and inconvenience. Despite explaining the situation, Samsung's customer service claimed the warranty didn't apply, implying it was due to user error (overloading or heat damage). I escalated the issue, but the final response still denied responsibility. I'm upset that Samsung seems to be shifting the blame onto me, and I'm reconsidering my loyalty to the brand. "You requested Samsung to assist you with replacing the glass shelf • You were advised the shelf cannot be replaced as the glass shelf could only shatter due to excess weight or heat on the glass • Samsung is unable to authorise a replacement of the glass shelf • Kindly arrange with the service centre to assist should you wish to have the shelf replaced however you will be held liable for all replacement costs"