I have enjoyed samsung products but over the last 2 years I have had to deal with their customer service department for refunds and technical issues and they are horrible. If your issue isn't resolved in the first call then don't expect it to be fixed anytime soon. The customer service department, even with a ticket number is often confused and will require a complete retelling of your issue and what happened with your last call. I constantly spoke with agents that had no clue what had happened the call before. Beyond that they often found that the previous agent didn't do what they had told me they would.