The Samsung support phone system is the problem. Not the customer service rep. I had to call 3 times to get to a person because the Samsung phone system kept asking me the same question even though I answered it with my touch tone phone, which I know works because I called my bank afterward and used their touch tone system without issue. Once I finally ended my call I was provided with a survey and yet again it kept telling me it did not get my answer and then finally just ended the call. This is so frustrating that by the time I finally did get to a customer service representative my frustration level and peaked. Whoever runs the Samsung support product clearly doesn't understand how not only a phone system, but the overall flow impacts the customer by the time they actually speak with someone or find the info being sought. This leads me to conclude that they really are not serious about improving their customer service.