Screen query & communication disappointment.

I am extremely disappointed in Samsung SA. When I sent a query regarding a potential ***** account offering 1000 Samsung phones which struck me as strange as the account had no actual history, I received a rapid response from Samsung. Potentially saving them from embarrassment if not financially. Fast forward to my personal problem. I submitted an email to Samsung with photographic attachments about a possible faulty screen on a brand new phone safeguarded in a thick leather wallet with a screen protector which fell no more than a meter or so, on it's back, onto carpeting. While I was seated watching football (my team lost). I am not blaming anyone but simply querying how it's possible from such a low height with protection for the screen to crack in the right corner with a crack arcing up to the left a quarter of the way up. No damage at all to the screen protector. Nor any other damage anywhere on the phone or wallet. No crack or any such anywhere else on the phone. It's now 4 days without even an acknowledgement of receipt. This is an extremely bad reflection on Samsung. My son is a Samsung fanatic, who upgrades his phone regularly and he also finds it hard to believe as he is contacted regularly about advancements upgrades etc. Perhaps I'm still to be contacted or ignored. One will happen. The phone was wholly paid for not on account. John H