I have had a ticket to replace my phone on file for over a month. I was told my replacement had shipped next day by someone named 'Erica' about 4 weeks ago. She assured me it had been sent. Never got anything. Then I was told I would be getting it soon. Then I was told no information updates were available for the ticket. Every agent told me.. we will let you know when more information is available. I never heard any information back from anyone on any status changes of the ticket... In the past 2 years, I have purchased 8 Samsung phones. I won't be purchasing a 9th..... .. and I will be sure to let anyone I can tell know of my experiences with Samsung.