The following is the text of an email set to the director of customer satisfaction. Dear Sir, Please let me introduce myself. My name is Susan Kandler. My husband, Jim, and I have been long time loyal Samsung customers. We own Samsung tvs, cell phones, gears, entertainment systems, etc. But, we have a PROBLEM. As you know, customer sevice, be it in industry or otherwise is paramount. I am a retired RN, so I know the importance of helping people, getting to the root of an issue, listening, respect, compassion and problem solving. This is our problem. As we have not received a satisfactory solution, I am humbly appealing to you. I realize you are probably a very busy man, but as a businessman, also believe you would want to know the following: We owned a Samsung HT-J5500W/ZA home entertainment system. Our service ticket # is: 4153853591. Approximately April 10, 2020, our surround sound stopped working. Jim called Samsung and was told there had been an update and it "didn't work" for several products. We were told that Samsung engineers were working on the problem and there would be another update. In August, my husband went into the menu of the unit for the product. He thought an update had occurred, but the problem was not resolved and at this time the configuration menus became inaccessible. He contacted Samsung service and was told to send the unit in. He received an UPS label from Samsung. The unit was mailed via UPS on September 9, 2020. On September 10, the unit was "lost." Since then my husband has been calling Samsung service. Please check your log. On October 9th, Samsung offered us a $270 E-coupon if he signed the terms and conditions which he did. Today, October 22nd, he called Samsung service to find out what was holding up the E coupon as we wanted to purchase a Samsung HW-T650. He was told we were now going to get a $14 coupon. He argued that this was not acceptable. It was increased to $30 and told it would take 14 business days to receive. Throughout these many months, when he called, he was put on hold, the calls were dropped or lost, etc.. You and I know this is unacceptable service. There are many areas were failures occurred. So, I am appealing to you for assistance. Please keep in mind, that our unit was working well, until the updates. It all went downhill from there... Will await your reply. Sincerely, They offered an $30 ecoupon for another Samsung purchase. After all of this %^$#$^&*, I should have junked the product immediately.