MS Surface Pro 3 - Returned for Service, Now Getting a Cracked one back

I am rather upset after I spoke to the technical service rep from MS. I spoke to someone at MS and started a warranty service process and returned the tablet. The issue was the sound itself was giving me random static noise during use, let along the overheating issue. I got my surface about 9 months now and I wanted them to fix the static noise issue. So I packed the surface according to the instruction that was provided by MS. I saw the status that it was being shipped back without any further detail so I called and asked what was done on my surface and they said received it and it was cracked, I was so pissed off. I packed with some much protection you would need a hammer to smash the box to crack that screen. And the rep did not hesitate and asked me to contact FedEx and fill a claim. I haven’t receive the surface yet, I want to know if anyone has any suggestion what I can do. I need to inspect the surface and see if it was cracked during service or crack during shipment (hopefully I can tell from the cracked area). I wish I had taking pictures before shipping, I am so damn upset after I found out what happened.