.....but they can charge you an assessment fee just to look at your phone and they are not required to justify anything. Same thing if you take your automobile to a mechanic.
Your device had a 1 year warranty that you acknowledge has expired. If they feel the device has user damage, warranty is voided anyhow. Some damage is not visible from the outside of the device and cannot be seen without taking the device apart. This is why insurance is offered.
Sounds like you are just lashing out at the manufacturer out of frustration.
Auckland Samsung Customer service rudeness and trying to avoid warranty for a product. Note 5 was one year old and didn't have any physical damage. All of a sudden the touchscreen was not responding to the fingers. But the S-pen was responding. I took the phone to the retailer and the customer service person from the retailer checked the phone thoroughly and gave a report that there is no physical damage evident. The phone was then send to the Auckland Samsung service center. Then I got a reply from them telling that the phone got physical damage and the inner screen was damaged. It got a crack. So it was not covered by warranty. I emailed several times to Samsung telling what went wrong with my phone. They didn't give me a proper explanation regarding how touchscreen was not responding to the finger and why it is responding to s-pen. They kept on telling me that the phone got physical damage. Far out....... I asked the customer service person that I need to talk to the higher authority who is responsible for explaining the things. But they refused by telling that they discussed with the higher officials. Also how will I trust samsung service people when they didn't check my phone in front of me and telling me that the screen got a crack. Also they gave me a quote for nearly $400 for fixing. If I am rejecting I have to pay I think $70 for assessment fee......is samsung cheating the public like this for their survival. Samsung keep on repeating that their products are quality tested and meet the relevant regulatory quality standards. ....so funny the way they say like this again and again when their Note 5 and Note 7 got a big blow in the market because of their quality. I just want to let people know about the rudeness and the unfair decisions taken by the Samsung New Zealand to save their face.

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