You called it a customer reference number but it's needed for host to look into USA bound issues. If this is another country, add that so they can get you the right contact.
I bought a laptop last year and purchased an extended warranty. I was unable to register the warranty last year because Samsung kept referring me to the retailer and the retailer kept referring me back to Samsung. Samsung finally said that they would sort it and then never came back to me.
Now this year the battery has stopped working on my laptop and I need it repaired/replaced. I contacted Samsung customer service and they took all the details last week and said that they would get back to me within 24 hours. Now almost a week later they still haven't responded. I have followed up with emails but I get a response saying that I need to include a customer reference number. But I have the customer reference right there in the subject line of my e-mail.
Has anyone else been sent running around the place by Samsung? This seems really appalling!