The story started on 7/26 at 5 am PST when Samsung was announcing the new product. I placed the order instantly as a fan of the Flip. However, my reservation coupon, $50 through email, could not be redeemed. I have to contact customer service to get a new one generated. Then my order was canceled, replaced, canceled, and replaced… . again and again for 4 times in a row. Finally, I was able to have the 5th order confirmed, which is promised to be delivered on 8/11. Then the nightmare began: On 8/7, I received a shipping notice from Samsung that the package was shipped from KY. It arrived in CA the same day and said the expected delivery date was going to be 8/8. I got off work earlier to get home and see the phone sooner. Surprisingly, UPS did not deliver it as promised. This is the first disappointment. I was hoping for the second day, then. On 8/8, the same story: I got off work early, waiting for the phone till 7 pm as promised by UPS, but nothing came. Hoping for the next day. (No tracking update) On 8/9, without a surprise, there was still no update on tracking. No delivery, no notification, no notice, no phone for sure. On 8/10 (the day I wrote this review), there was still no update from UPS, so I called them, and they had no idea where the package was. The agent suggested I open a lost package case, so I did. Then I was informed that: the case takes 8-15 business days to investigate (about 3-4 weeks in reality); the shipper, which is Samsung, will be notified if the package is actually lost, or in the case, the phone is found, it will not be delivered to me but instead be returned to Samsung directly. It was a horrible experience to call UPS three times, taking me over 1 hour with upsetting conversations already, but this is nothing to do with Samsung. Then, I have to call Samsung to request a solution. This is the biggest nightmare. Long story short, there were three agents in a row to get to an established case. The process took me over 1 hour. The first agent was extremely unprofessional in communication. She was barely understanding my issue and kept counting days on the UPS tracking (the reality is a lost package case is already created, so that I will never receive the phone, no matter if it is found or lost). I explained the UPS situation, but it turns out this agent is just ignorant. She lacks the capability of understanding, doesn’t know how to inform the customer before putting her on hold, and did not reply to me when taking notes (which never exists, I will elaborate later). Then, of a sudden, she transferred my call to the next agent when I requested her college or supervisor. Then it comes to the second person. This agent is actually decent because she is professional. She is from the promotion department, which is utterly a mistake made by the first agent. However, she took down notes very comprehensively and transferred me to the right department (which is order support). Finally, I am in the right place after being transferred to the 3rd agent. This agent took good notes, which I could tell from the keyboard clicking from the phone. She created a case to follow with UPS and mentioned my desire for a replacement phone, either shipped to me or pick up locally in Samsung Store. Now it comes to a conclusion, finally. If I may, I want to add some notes here: I use iPhone for personal use and Samsung for work. Each phone or OS has pros and cons, but the customer service or company guideline is day and night. For a company of this size, Samsung needs to have ethics in improving customer experience. A replacement phone has to be requested after such a difficult process (which is actually under review currently), especially under the condition that the original phone will either be reimbursed to Samsung or returned to Samsung from UPS. This is just poor company customer service. The customer service agents need to improve. Among the three agents, 1st was just a nightmare, 2nd and 3rd were decent. If they want to compete with the top tier, be like the top tier competitors and invest more in customer service. From what I have gone through, I don't put hope on the case will be handled as I expected. The order will mostly be verified lost after about a month, and a refund needs to be requested by me. At that time, I should not be interested in the same phone with less discount offered on pre-orders. In general, this has been a very disappointing experience for a loyal Samsung Foldable user since Fold 2. Throughout the years, I kept using both mobile systems and felt the difference in companies from different angles. From now on, the selection is simplified and justified. Nobody should waste excitement, a good mood, and hours of life on a mess like this and customer service phone calls for a product that has a similar replacement in the market. Loyalty is just not rewarded or respected.