Hello @petesoon
First I appreciate it's inconvenient when a phone does fail as we all mostly use these to help run our life's nowadays, but I'm not convinced Samsung engineers would've intentionally damage a phone to be able to decline support.
They'll get a fair amount of phone's sent to them for various reasons.
It is possible the damage was created via being in-transit by the courier.
I would have thought that the courier service would have some form of insurance to cover such instances.
As you took photo's which I'm assuming are time and date stamped ,then if this was my situation I would be asking Samsung about in-transit cover , due to the fact that Samsung have agreed the damage was not present prior to the phone leaving your possession.
Samsung in my opinion have a Duty of Care to put this right.
You could also send a private message via your Private messages section to Sam_UK which is to the team here for some support and advice.
Take a look at > Consumer-Rights-Act-2015. if your UK based. If your not UK based then look for something similar I'm your own region.
If i can be of any further help please don't hesitate to ask 😎
Daily Driver > Samsung Galaxy s²⁵ Ultra 512Gb ~ Titanium Black.
The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "
