Poor Workmanship, Poor service and Poor Customer Relations

When handling 20k devices and charging high repair costs one would expect exceptional service but this is not the case with the above mentioned.

On the 10/5/2020 my iPhone X was taken into the company V&A kiosk as the screen was not responsive and the device was just out of warranty. A couple of days later Reece Adams from the company informed me that this was due to a small hairline crack (which seemed strange), but I agreed to re-glass the device as they would guarantee it. On the 15/5/2020 it was paid for and collected (job number 135264)but on 18/5/2020 I noticed significant movement at the bottom of the screen which began lifting the screen protector, an email was sent the company and forwarded today. 4 days after this movement was noticed the screen cracked under the screen protector (protector intact) to my disbelief.

24/5/2020 I went back to the company kiosk at V&A where staff member named Naomi confirmed there was movement on the screen but informed me their guarantee was not valid as the screen was cracked, which did not make any sense to me. Following this and a cooling off period on 1/6/2020 I met a tech at iStore Cavendish to get a price for a new screen, in conversation they suggested the device was compromised due to movement. Now I ask myself, why am I doing all this running around when the real repair co is at fault and they do not want to accept responsibility.