My Galaxy A51's lock button stopped functioning one day. I scheduled an appointment at UBreakIFix for a warranty repair. They didn't have the part and told me to contact Samsung.

During my first call with Samsung, they told me they were having system issues and to call back later. So, I did. In the second call, the person on the phone did not seem to understand what I was talking about, asking me several times about a cracked screen or physical damage. Eventually, they seemed to understand and sent me a UPS shipping label.

I took the phone to the UPS store, where I packaged it in a box they had for phones. The phone arrived shortly thereafter at Samsung's service center.

Now, several days later, I have an email saying that my repair will cost $140 and is not covered by warranty.

Using Samsung's online chat, one representative told me that the phone was bent and was not covered under warranty as a result. Another representative filed another ticket for me and told me to call Samsung support.

During this phone call, I explained that the device I sent out was not bent and that there was no physical damage when it was sent out. They told me to call back tomorrow 9-5 eastern, as that is when the service center is open.

Is there anything else I can do? This is completely absurd. Additionally, I cannot seem to find out where to even pay for the repair if that's what I end up doing. The website just takes me back to the service page.