We finally today actually got a refund ..that is why one star The process was a nightmare with hours and days on the phone with customer service .mostly people with thick accent so hard to understand Each person we spoke to was polite and did try to help but didn’t seem to know how ..finally we got a person that directed us ..but we went threw so much anxiety..I will never buy anything from Samsung because of customer service….advise if you are dealing with customer service ..hang in there eventually you may find someone that actually can help ..it is like winning the lottery….