Needed a new switch panel for a 5 year old Samsung Range. The standard support channels were unhelpful... for about a month... eventually we contacted Shane Higby, Vice President in charge of Samsung's US Appliance Division. Mr Higby delegated to what we assume were people he felt would be able to deal with the issue. He chose badly. Even though Mr Higby's designates insisted for 2+ weeks that the part was in stock and available, they were unable to get the part to us. Rather than having Samsung waste more of our time and since the VP of Samsung's Appliance Division couldn't get the issue solved, we replaced the range with one from a different company. Horrible customer support. Inexcusable that the normal support channels failed for weeks, but after seeing that the guy in charge of the division was so indifferent and ineffective, it's easy to see that this is a culture problem that starts from the top. We will never recommend a Samsung Appliance, wouldn't wish this kind of experience on anyone. Don't be fooled by the great ratings Samsung has during the first year or two of ownership, their 'life cycle' plan is for their appliance to be obsolete within 4 to 6 years... and they do a terrible job of supporting their products.