I'm sorry to see your situation.
If you have a case number, I'd like to see if I can have this escalated.
I have been 'working' with Samsung basic [at first] and then executive customer relations call centers for over 5 months. Almost 2 months ago, after 6 repair attempts to my still-under-warranty refrigerator, it was finally deemed unrepairable. I was told [again, almost 2 months ago now] that I would be sent a label so that I could return a decapitated power cord to them for reimbursement of my original purchase price. I call at least once, sometimes several, times a week to see why I cannot seem to get mail [either postal or email] from Samsung. Each time, I'm told the ECR agent is 're-requesting' the label, and that I should receive it either 'within a couple of days' [if via email], or 'within 2-3 days' [if via postal].
I cannot understand nor tolerate this inexcusable negligence.
DO NOT BUY SAMSUNG