The reason the customer service department is useless is because of the Dominican republic call centers. I think they have the authority to go ahead and tell you that things are not warrantied. They will put down false Diagnostic reviews of your product and state that it’s not under warranty or covered in the service agreement. I hung up with them and then called a Nother call center somewhere else in the world and they helped me with getting the information that I needed. Samsung should start contracting out to all Dominican republic or all Spanish areas below the United States due to their false authority and representation of the Samsung product.