I just had THE WORST experience with Samsung. I have been a customer for 20 years, typically getting my Samsung products via Verizon and have had no issues. This time I decided to purchase directly through Samsung when they offered a trade in program for cracked phones. I filled out the paperwork, received my new device, and sent in my old device as pee their specific instructions (factory reset). Two weeks later I received and email stating that my phone did not meet the criteria and they would be charging me the remaining balance I would have gotten off for the phone. They said it didn't turn on and wasn't factory reset. Interesting they could find that without turning it on. They gave the option to have it sent back to me which I did. Today I got my phone with NO SIM CARD. Amazingly it turned on and the first message I received was the no SIM warning. I called customer service and was told they would do an investigating to find out why the SIM was taken out and attempt to find it. I obviously was not happy about that. First, the people checking the phone lied about it not working, now they stole from me! I asked to be transferred to a supervisor who told me that the SIM card was an accessory and they are able to keep any accessories sent in with the phone. An ACCESSORY?!?!? My phone literally say it will not work without a SIM card. I am furious. I will never buy another Samsung! Be ware!