I sent my fold three in for warranty a little while ago for battery, and a broken camera glass issue. I sent the phone in, in perfect condition otherwise (no scratches, just wear on the hinge from the case I had on it.) They sent it back with the repairs done but the phone was noticably scratched up and had deep gashes on the outer screen and hinge like someone had dropped it. I talked with a supervisor on the care plus phone line and they agreed to take back the device and repair it for no cost as to makeup for the lack of quality. I got an email two days ago asking for me to call in, which I did this morning. The guy on the line basically told me that I have to pay the service fee because I am out of warranty (their fault for taking so long and shipping a damaged device) or the phone will be sent back, and when I asked to speak to a supervisor, he refused and told me that he could leave a note but could not guarantee a higher up will even look at it. I'm beyond frustrated with this awful customer support and it makes me want to go elsewhere in the future. Any advice to what I might be able to do?

Edit: I forgot to mention I am talking about Samsung care plus warranty that I purchased with the phone