samsung warranty is not acceptable

my wife's flip Z4 screen broken suddenly, we are 100% sure the device has not been dropped, or any physical damaged in anyway. when i went to samsung service centre to claim warranty repair(i have valid warranty of 48 month, 12 month samsung care+), service consultant advised me they might not decline the warranty repair by the dents on the phone, i promise that dent was long ago, it definatley has nothing to do with this fault. and they said they will log a Q&A to their head office on this matter, then came back with same answer(warranty declined). i cannot accept the outcome of their decision. i decide to escalated to their head office, they said they will, and there was a lady contacted me, she heared my description of waht happened, she still insisst on their decision, so she said she will escalated to voice of customer, since then, noboday came back to me. i am so disappointed on what happened. so the issue was samsung just declined the warranty claim just because there is old dents. i cannot accepted this.