Galaxy S21 5g Warranty Exchange

How do I get a rep to respond here? I called but was routed to the Philippines. They try hard but operate on a very strict “script”. If the problem is convoluted or has been dragged out over several weeks they seem to get lost in the storyline. It’s like being stuck in a loop. A T-Mobile phone rep had okayed a warranty exchange for mechanical issues (firmware/software...simm card errors). I could have had the phone sent straight to me but had it sent to my local store. Once at the store to complete the exchange a young girl ran her fingernail across a small scratch in the screen and said “It failed the finger-nail test...we won’t honor the warranty exchange. It’s damaged.” (her nail made a tiny click as it crossed the scratch). Really...so if a 45 yo bigger man had been assisting me needless to say his nail would have skated across the scratch. How is this a test of anything other then one employee has thin nails that are filed? As far as I know scratches are allowed per T-Mobile policy (see below). The scratch was ¼” and caused zero screen display distortion, pixilating, etc. and became invisible as soon as the a webpage or picture was displayed. I use my phone for

Screen & LCD damage

Screen damage (LCD or display damage) voids all warranties and can't be accepted.

• When inspecting a screen, remove any screen protectors and cases first. Tilt the device under good lighting conditions and inspect at multiple angles. Screen damage includes hairline cracks that are difficult to see.
• Screen damage includes:
  • Cracked screen
  • Cracks or chips in glass that is connected to the screen (including edges)
  • Crushed or shattered screen
  • Not readable, pixelated, or distorted display
  • Screen replacement or repair through an unauthorized third-party
• Scratches and scuffs can occur from normal use and can be accepted.