Bold 9900

I received my bold touch 9900 as an upgrade in october 2011. I experienced problems wirh the screen freezing for no reason and very short battery life. About a month after I got the phone, the internal lcd cracked. I never dropped my phone, I always kept it in its pouch, and there is absolutely no scratches or any physical damage to the handset. Yet when I took it for repair under warranty, they told me the crack was caused by physical damage, and I had to pay for the repairs! I would like to know if it is possible for the lcd to break without external physical damage, and if so, what can I tell the service provider to have them fix it under warranty? Please help!

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