Do you have a transaction number? I'd like to see if I can get someone to review your case.
I don't think Samsung has a clue as to what customer service is. I have tried to get a replacement remote for my UN46B8000 since the 1st of May, and still have not recieved one. I will say that they did send me one after calling for 5 weeks, but it was DOA. Now after 5 more weeks, they can't tell me when I will recieve another.
I have made dozens of call trying to get a conclusive answer, yet there is none. Their executive account is supposed to be the elite group for assitance, but they never call back like they say,a nd they are just as bad as the first line of help.
They have a truly idiotic system in my opninion. They only know what is on the computer screen, and cannot escalate any complaint to get a resolve. They all act sincee enough, but that is all superficial if it is just being polite to your face.
I have never seen anything that is so pathetically bad. 10 weeks to try to get a remote? Also, it would be so bad if the TV had user friendly controls, but it does not. Flash over function is the Samsung philosohy.
Heaven forbid my TV actually went out and needed warranty repair. I would probably physically hunt down a Samsung rep, and he would be wearing a TV necklace. I even searched online, and found they are notorious for bad customer service.
My advice is to avoid Samsung, and buy something else. You will be far better off if you need assistance after the purchase. I tell all my friends the same thing. BAN SAMSUNG, or you'll suffer the same consequence if you need service of any kind.