3 alternative options
1) Visit one of Samsung's high street stores. Get one of their sales staff to use their internal contacts.
2) Carphone Warehouse. They have a deal with Samsung and will provide a loaner (usually low end feature phone). I've dealt with them in the past with a faulty handset and they do take away a lot of the pain.
3) Litigation. This is not a solution to your end goal, just a means of re-emburstment.