Swarovski Blamed Me for the Scratches on My Watch, Denied My Rightful Warranty

I don't understand how Swarovski handles customer service at all. The last time I had a big problem with my watch, they were completely unacceptable in how they responded. The watch glass got scratched even though it was still under warranty. It was rude of the store manager to point to his own watch and say, "Our glass doesn't scratch!" when I brought it in. What did you do to it?" That's it? They seem to think I'm super strong and plan to hit my watch with a rock as a joke. After calling their main office, they were told that the scratch was "user error" and not covered by the warranty. What kind of "user error" is a tiny scratch that could have been caused by the tiniest bump? It's like they think I caused a natural disaster. this is a Swarovski watch, after all!!!