I'm sorry to hear that you're having some issues with our Customer Service. Instead of making any excuses or apologizes, I'd like to see if maybe I can elevate your case.
It's never our intention to deliver anything but good service, and we don't always meet the mark. I'm not a member of Service (well, I have access, of course) nor am I a member of the ECR, but maybe I can get some quicker attention to your situation.
Do you have a support transacton number, starting with 4001xxxxxx or 2001xxxxx that maybe I could ask about?
I bought a 52" LCD (LN52A850) back in November. This TV had a phenomenal picture and I was quite happy with it. Unfortunately, it quit working after 4-days. Samsung tech support came out and was unable to repair it. They eventually agreed to send me a new TV. I've made numerous phone calls and elevating this to their "Executive Customer Service" dept. I have received nothing but excuses and delays, and after nearly 5-weeks, I still have no working TV, nor do I know when I will get one. I get apologies, but they won't even offer me a partial refund, credit voucher, or any other compensation.
Just beware that although Samsung produces some great, top rated TV's, their customer care is just about the worst I've ever enocuntered.