[Resolved]  Samsung India — fridge shelf broke the second time

Address:

Thycaud, Thiruvananthapuram, Kerala, 695014

Hi, i had registered the complain that my fridge shelve is broken and would like a replacement for it.
On this the customer service executive informed me that an engineer would visit and check and charges would be applied and then he would order the shelf and i have to pay additional cost of the shelve too...
When i went to the service centre in thiruvananthapuram they said they cannot order a glass shelve and i would have to register a complain with the customer service and the whole the engineer would come home and the story... Continues.
I don't understand what science will the engineer be looking in my fridge's broken shelf when the problem is very clear that i need a new shelf. I already mentioned the model number/ year of manufacture during my registration to service centre and customer executive. As per my knowledge only this is required to be filled in the form n submitted for an order of an replacement item in a particular model.
Why can't they do it?
Why does an engineer need to visit my home n look into my refrigerator?
Just to charge me service charges + tax? For a problem i already know. Samsung has a rip-off after sale service and no use service center's who cannot order a glass shelf.