The first phone I received was glitchy and dropping connections. In the process of returning the phone and purchasing another there was no case available which was free due to the promotion. The representative told me I could keep my current case, which I asked him to make a note of and he said he did so as not to have issues over a free item. I then returned the phone with the air two Air Tags after I received my new Ultra with only two tags and no case due to its unavailability. The following business day I received an email stating the return could not be processed due to the missing silicone case. I promptly called customer service to resolve this ridiculous issue over a free item with a stated price of $7.50 before being free with the promotional credit for purchasing a $1,500 phone. After an hour on the phone banging my head against the wall they refused to budge on letting me keep the case and processing my return without it, even after seeing my new phone was shipped out under the same promotional terms without a case. There was no note as I had requested of the previous customer service rep stating I could keep the case, as I had feared due to his statement that "it was free", and he didn't think it would be a big deal, which I had a strong feeling otherwise, therefore I asked him to make a note of it. I don't want an empty apology, I want the situation to be made right. As a spokesperson for a company, I expect that company to honor what their employees state. It can easily be verified since calls are stated to be "Monitored for Customer Quality". I am disgusted that after purchasing 5 Ultras in the last three years I'm being treated this over a $29 top retail silicone case that is supposed to be black but is actually blue. This is the last Samsung item I will EVER purchase. That includes washers, dryers, televisions, computers, phones, tags, hardrives, and any other items I would have considered purchasing. Unlike Samsung, I honor my word. When your customer service is that ATROCIOUS, the quality of the product is irrelevant.