HORRIBLE REPAIR EXPERIENCE WASTED MONEY AND TIME WITHOUT GETTING IT REPAIRED! My boyfriend has broken the screen of his Galaxy Tab S7+, so we sent it in for the repair. We DID chat to an agent that we broke it and there was a physical damage on the screen and we do not have insurance, and agent advised us to send it in. So we did. It was back in early December. After they received it, we got a text on December 3rd asking us to pay $279 if we want to proceed with the repair, as it is "out-of-warranty" so we did. On December 11th, we got another text that saying 'we have verified that the repair service [ticket number] is taking longer that we expected; we are currently working on the completion of your service request.' So we just waited, thinking it is understandable since it is the end of the year and they would have high volume of requests. Today, January 19th, exactly 8 weeks after we sent it in, got a text message it will be sent back unrepair and the service fee paid will be refunded. I called the number to find out. And for the next 4 hours this is what happened: 1) I have been transferred to 7 different people. 2) half of them didn't know what exactly was happening and kept transferring to different department which also transferred me to different department. 3) like 6th person said that it cannot be repaired because warranty doesn't cover physical damage. So we said were aware of that warranty doesn't cover it and we explained the condition to the agent before we send it in. We asked why she couldn't have told us not to send it in because it cannot be repaired, and it took 2 months to figure that out! Then Agent 6 said that agents are not supposed to advise customer that it cannot be repaired or not to send it in.. and he said it is my responsibility to look at the warranty through before sending it in! I mean exactly why I chatted the agent before sending it in, because I wondered if I could get it repaired without warranty if I pay for it!! Then Agent 6 told me he will transfer me to different department for explanation. and then I was transferred to the same department that I was wrongly directed to like 3 times already, and about to be sent to another department that I also didn't get answer. So I asked to connect to the manager. 4) I talked to Duma, and he first explained that the service center did not have a part that was why. And first he seemed to have more knowledge and authority to solve this problem, but oh well. He was keep changing words. First he said that agent would have told me that physical damage wouldn't be covered with warranty, and after I explained that I did talk to an agent, Duma said agents cannot advise us those??? What is the point of talking to an agent if they cannot provide information every agent seems to know? is it like a first class secret they cannot tell unless the customer send the product in and go through 2 months background check? Most agents were extremely rude, and nothing was solved. And it is absolutely ridiculous that *OFFICIAL* Samsung repair center doesn't have part so they have to send it back, and actually advising us to go to third-party? what a waste of time, labor, and emotion!