I apologize for your experience thus far. If you could post your transaction number, I'd like to see if we can investigate this issue for you.
I am SHOCKED with this experience with SAMSUNG costumer service!!!
My brother gave me in my Birthday 6/11/2013 a gift- Samsung GALAXY Camera that he purchased online from SAMSUNG USA website directly...When I opened the sealed box...it had cheap, old Kodak camera and an old power charger...I thought it was a JOKE. My brother was shocked too to see this and I contacted CS who asked me if I kept the Fed Ex box that it came with and I said no one keeps the shipment box for any reason...so they denied my claim...I called again and they promise to escalate to management and I waited 3 weeks then they inform me that the case was denied again but I don't know in what basis...I asked to give me any contacts in the management level and they declined my request. I told the representative that I will talk to all my friends about my experience...I put claims in The FTC's Bureau of Consumer Protection, BBB, New Jersey Division of Consumer Affairs and all review sites that I can reach...they said do whatever you like!!!!!!!!!!! the claim is DENIED.