I'm sorry to hear about this. Could you please your provide the transaction number from the remote shipment? I'll use that to look up the info on the situation.
When watching Netflix on my Samsung Smart TV the remote control will not respond to pause, stop FF, Rewind in a regular manner. If you repeatedly press a button it will eventually work. Contacted Samsung and they blamed the remote and sent me a replacement. That didn't fix it. When the Netflix show get to the end(the credits are rolling) the remote will work as it should.