When I purchased a Samsung Galaxy Note 10 in November I purchased Samsung Care too - it cost $249. From the website: Samsung Care+ is a device swap program that you can purchase for your new eligible Samsung device. With a two year subscription, you can swap your eligible device twice within the 2 year period. Just pay the swap fee ($129) for each swap request and we’ll swap it. As my phone broke I needed to use this service, but when they swapped it, they swapped it for a dud. They say the only thing I can do is take it into a service centre which means I will not have a phone for three days. That's three days I won't have access to my public transport passes, my banking, or contact with my family - I will also not be contactable by my employer (particularly relevant as we're not able to go into the office due to COVID19) or my daughter's daycare if she is ill or injured. I feel like they're making me jump through hoops in hopes they won't have to fix the problem. I'm particularly upset that I'm being penalised for their screw up. Realistically I'm going to have to put up with this problem because I cannot go without a phone for three days as annoying as the problems with the phone are. They win, but as a loyal Samsung user for nine years I will not be purchasing another one of their phones.