After spending 5 days and about 10 hours on this, i was routed to a Customer Excellence Representative. I got a super nice lady on the phone, explained my issue, and bam - she resolved my issue. It took her about 10 minutes in total. She reviewed my past calls, and found the original ticket opened during the warranty period and told me that I was right. The issue was brought to their attention during the open warranty, and i did as they asked me to. Just goes to show you, bypass all level 1 customer care reps at samsung, they do not care. They give you the run around, but as soon as you get someone else on the line the issue gets resolved by a professional. I had similar experiences with Dell customer support.