Samsung huge disappointment

I am very disappointed with Samsung. I bought a new phone 2 months ago. It's the Samsung A03 Core. I did drop my phone and the screen is cracked but that isn't the problem before the and that My phone said I needed to do a software update so I did. It was fine for a couple of days and then it switched off. When i switched it on it went to a screen with options to factory reset or reboot or run graphics test etc etc. I cannot perform any of the functions as it just goes back to that screen. I took it to Samsung Eastgate with my slip as it is still under warranty. I was then told it is a software problem and they can fix it but I must pay R450 because the screen is cracked? I CANNOT understand for the life of me why I have to pay only because my screen is cracked? It has absolutely NOTHING to do with the software? Anyway I have used Samsung from the beginning aswell as my family. I have been told by a number of retailers that this specific model of phone has been a huge problem. I don't think it's very fair or professional to be "ripping" a loyal customer off like this. I told the lady I am not wanting the screen fixed as it's not the problem and she very abruptly told me that she needs to follow procedure and that the warranty does not cover a cracked screen. I must have told her 3 times that I can't understand why they. Won't fix a software problem with no charge because of my screen is cracked? Help please