SAMPSUNG GALAXY S4 NEEDS REPAIRS

I have a cell phone contract with Virgin and was issued a Samsung Galaxy S4 when I took out the contract. Shortly after (2014), I started having problems with the handset and Virgin supp**** me with a new Samsung Galaxy S4 still on the same contract. The old/original handset was collected on delivery of the new handset.<br> <br> This new/second handset's screen was recently (September 2015) cracked and taken to be repaired at the Samsung Repair Center in Century City. As per Samsung policy, since this is a first time screen repair, it was supposed to be fixed free of charge. The handset has been at the Samsung Center since 5 October 2015.<br> <br> Samsung requested a proof of purchase in order to repair the phone. This was proof of my contract with Virgin Mobile. Samsung did not accept this because the contract still has the original Samsung Galaxy S4 serial numbers on it. After a massive struggle, Virgin issued a letter stating that I am the owner of the second S4 (with its serial numbers) and contract and that Samsung should repair it.<br> <br> Samsung is now refusing the letter as proof and MY PHONE IS STILL NOT FIXED! I am paying for a phone that I am not even using!<br> <br> SAMSUNG & VIRGIN, SORT THIS OUT!!