Samsung's terrible instore service

I have a Samsung Z Fold 3 and I loved my phone until the big screen (on the inside) started to crack. We took the phone to the Hillcrest branch and the person who helped immediately said that it is a user error. Non-negotiable, not even listening to us. This happened right after the warranty period was over.

Yes, the phone fell by accident, but how can I crack the screen where it is folded? Since I had to purchase another phone.

The entire screen on the inside is lifting up and it has turned black... How can this be a user error?

Customer service is terrible, do something about this! Surely with the amazing technology at hand there must be a solution? Not just blame shifting on the client.