Samsung screen repair

Had a bit of a bad experience this morning. My Samsung S8 has a small crack in the screen and I promptly took it in to the Samsung shop in Canal Walk as I was informed when I upgraded that the Samsung premium range of phones comes with 2x free screen repairs. I have hardly started to explain when I was asked by a person I wasnt even talking to if I have registered for some or other service, if not I can forget about having it repaired there. I was not aware of this (now paid for service, previously free according to them). Reason i went with Samsung was because brand loyalty, now i'm starting to think I should have gone with Huawei. If there is a way to resolve this, please contact me.