Samsung shifting the blame

So the straps of my Gear Fit 2 pro broke/ came loose and I took to a Samsung outlet after chatting to a Samsung representative online. Now I am being told by the shop doing the repairs that warranty does not cover straps. Furthermore, the shop is charging me an assessment fee because I am rejecting the amount they say I must pay. The Samsung representative who was booking in the device for repairs never mentioned anything about possible costs because I told him I am doing the repairs under warranty. Samsung is now distancing itself from this with a lousy "sorry for the inconvenience" even though I should have been informed beforehand about the costs. My colleague who uses Apple had her straps replaced at no hassle and no cost. And here I was thinking Samsung is headed in the right direction...