Samsung Z Fold 3 Touch Screen Malfunction

Recently, the touch screen on my Samsung Z Fold 3 smartphone malfunctioned. I contacted Samsung for assistance, and they instructed me to send the phone to their repair facility. However, after evaluating the phone, the service center informed me that the issue was due to user error and that the repair would cost approximately 11,000 lira. There were no cracks or scratches on the device, and all other features, including the sound buttons, earpiece, battery, and charging ports (both wireless and wired), were operational. Moreover, the device was still covered by warranty. I contacted Samsung customer service to discuss this issue, and they assured me that the problem would be resolved. However, an hour later, the service center contacted me and asked if I would authorize payment for the repair. I informed them that Samsung advised me against contacting the service center and that they would handle the situation. Two days later, the service center called again to say they could only legally keep the phone for ten to fifteen days and would need to return it. I informed them that I had contacted Samsung's customer service and that they were handling the situation. There has been no response to my repeated attempts to contact Samsung's customer service and explain the situation. Since I first contacted them nearly 20 days ago, I have yet to receive a response or resolution to my complaint. The entire procedure has taken 45 days, and I am frustrated and unhappy with the service I have received. I request a prompt response and resolution to my complaint.