Repair was not available in our mail

When I was handed over to your iplanet apple Store they given only reference id & serial number only given to my mail. Also after a week time on Saturday your executive called that our iphone was internal damage that we given service on outside. I clearly told why should I give my phone to outside service. I know the brand value also it was in warranty period then why should I give my phone to outside service. Also I asked about the what internal damage found in my phone.The staff also doesn't know exact think. Kindly revert ASAP