I cracked my phone's screen the first week of July. July 6 I attemped to initiate a repair ticket online on Samsung's support site. The online process did not work (kept returning to the starting point) so I was unable to initiate the ticket even after turning off all browser plug-ins and trying two different browsers. I tried again the next day and encountered the same problem. July 7 I attemped to use online chat, but the automated agent did not provide the options necessary to address my problem and did not offer the option to chat with a live person. I called customer support to report the website problem and to initiate mail-in repair. I provided credit card info at that time for payment. My shipping address and contact phone number shown on the original ticket confirmation were incorrect. I called customer support again to correct the errors and received a new confirmation with the correct info. July 8 I shipped the phone to Samsung July 12 I received notification that the phone had been received. I checked the ticket status online periodically, but there were no updates to the status after the initial one. I never received any notification that anything was wrong. August 3 I finally called customer support to check on the status of the repair. The representative confirmed that there had been no updates to the ticket status since July 12. Their system did not provide any additional information other than that. The representative was put on hold for about 15-20 minutes while attempting to reach the service department. I was finally transferred to another service representative who spoke with several individuals and finally reported that the repair department was "waiting for payment". As noted above I had provided my credit card information to the support representative on July 7 when the service ticket was opened. If there had been a problem with the transaction, why was I not notified? The service representative said that a person from another department would call "within an hour" and help resolve the problem. Samsung has my mobile phone so I have to be home in order to receive the call on my land line. I waited all day and never recieved a callback. August 4 Tried "live chat" and eventially reached a live person who informed me that I had reached Mobile Tech Support UK and directed me back to the Samsung US home page. That's where had I started from in the beginning and it led me in a complete circle. I called customer support again and explained the situation. I was eventually transferred to yet another individual who took my information again and said they would forward it to someone else who would call me back. I recieved the call two hours later and was told that the problem had been resolved and that the repair center would now proceed with the repair with ETA approximately 2 weeks. August 22 Received an email notification that the repair charge had increased and that I needed to contact customer support to make the payment. A link was provided so I could make the payment online instead. Since by this time I had no confidence in the customer support, I followed the link. It took me to the main support page where was no way to make the payment. Search on the keyword "payment" returned 0 results. August 23 Called customer support, explained the situation and asked to make the payment. The representative said the "system" would not accept the transaction, and transferred me to the service center. After approximately 30 minutes on hold I reached a live person and had to explain the situation all over again. I asked the agent to confirm that the credit card info had been entered correctly, and it turned out that my name was spelled incorrectly (by the agent who had originated the ticket on July 7). I had never received any notification that the original credit card hold attempt had failed. The agent corrected the name and transferred me to the IVR to complete the transaction. The payment was (supposedly) accepted from there. I was told that my ticket would now be assigned to a technician. August 29 Checked online status: "Payment Required. Please contact us at 1-800-SAMSUNG" Did an online chat. Outcome: "The device i see, is in repair it will resolve in the 2 to 3 days The service center will call you after it finish" September 1 Received email notification: "Please be advised that your Samsung service ticket [xxxxxxxxxxx] has been placed on a temporary hold due to an unavailable part" At this point I have been without a cell phone for nearly two months.