I have been a Samsung customer for a long time. I only buy Samsung products. But I had the worst experience with their customer service. I ordered the Galaxy S21 Ultra on the Samsung website and when I received the package the phone was not in the case. I called FedEx and Samsung right after I opened the package. I provided Samsung pictures of the package, the case numbers for FedEx. I was told they were going to refund me, but then changed their mind and said that I need to send them a police report before refunding me. So, I gave them the case # of my Sheriff's report. The thing I don't get is why they need all this information when they have insurance on the package. The girl that I was dealing with was rude and unhelpful. I spent a lot of money on a phone that I did not get. Who knows if I will get my refund even if I do provide the Sheriff's report. I'm sure they will need something else or my time frame will be up. This is frustrating and disappointing. Even the Sheriff I talked to was surprised that they needed his report. This experience has definitely shaken my loyalty to Samsung. I am considering buying other products going forward because of the way they handled this situation and their customer service.