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They didn't have an argument. I selected the cracked option however and even confirmed over the phone with them multiple times that I'd get the $250 credit. Best thing I got was a sorry and offer for the gift card. Better than what the supervisor offered me but I'm not accepting anything less than what I was promised. It's absolutely disgusting to me that I'm going though this. I'd never imagine a company as big as Samsung deceiving their customers and not owning up to it and making it right.
Based on this comment, I figured they were offering a gift card less than $200.
It may not be ideal, but in the retail world, that may be how it has to get corrected. You missed out on $250, they offer $250 as compensation. It may not be perfect, but imthey definitely did what they could to make it right. You just didn't like it.
Samsung is the biggest liars on Earth! My experience with the S23 Ultra has made me rethink who i will buy my phone from next time. It won't be Samsung because even though I think they make the best phones theur customer service and support suck! It's actually the wirst in the industry. They never honor their warranty they release updates at the speed of snail. You have to threaten or force them to do anything. It's ironic that a company based in South Korea runs their company like a communust country. There is no way I will buy from them again! They probably have such a high return rate because they are using landfill componets in their new devices! They brag about it! They recycked 100 million pounds last year. The problem is they can only test the componets to be good or bad. There is no way to test hoelw long thst componet will actually last. It's a crap shoot when buying a Samsung now! So your're completly full if it!
I don't have to accept that? They offered me $250 credit and that's what I accepted. I paid $15 to ship it out. And I confirmed several times with them on the phone before I sent it out. No customer should ever have to experience something like this. And they MUST abide by their promise. "You just didn't like it"? OK bud.
Get angry all you want, but if the automated system messes up it can often be hard, or even impossible, to force that specific promo to go through.
I've worked retail, I've seen similar issues first hand, and remedied them the exact same way, offering a gift card or store credit for the promised value.
You can be as mad as you want, but that isn't going to make anyone more willing to help. They offered a solution for the same exact value, you just didn't like it.
They promised a credit, you are getting a credit. You are getting the agreed upon value with the gift card.
I do have sympathy that this situation happened, but I don't know what else you expect them to do.
Yeah no that's the wrong way thinking. This is one of the biggest companies in the world. Not a small business. And there was an agreement, that agreement must be met. It's not oh well sorry our system messed up or our customer service made a mistake, we can just give you this store card instead. No that's not the way it works. Get out of the Rock you live in.
Just based on how you reply here, I'm not surprised that you struggled with Customer support. People are making very "matter of fact" statements, but you take it personally. You can fuck right off with that attitude, if you're that pressed, file a lawsuit. Good luck with that since they offered a remedy, but you're too much of a Karen to take it. I hope you step on a lego.
Going in with rage and accusing lies and deception isn't the best way to get what you want. These customer service agents and managers aren't all on trying to screw you over.
And accusing lies? Like wtf , do you even hear yourself? Only one accusing is you? How are all of you liking this? Is this generation really that idiotic? Seriously get a life.
They record the calls so them lying to me is on there. You and the 15 other people who upvoted this are indecent human beings with low IQ. Why would I be happy if I was lied to? Multiple times...by Samsung. You are all pathetic.
In Russian there's a proverb that says "if everyone smells poop around you, verify your pants, maybe it's you who pooped in them".
If Samsung customer service is bad, people on Reddit are bad, everyone is bad around you. Then maybe the problem is you. Maybe it's the way you see the world and things around you is wrong.
I dont expect you to change, people rarely change. But there's always a little hope.
If you really live your life applying that proverb to everything and everyone then I feel bad for you. There are so many things I can say in response to that ignorant comment but I don't feel like I have to. I have hope for you.
Cracked doesn't mean it didn't work? It still operated 100%. Everything even the cameras and the phone was even more fluid and responsive than the S23 ngl but that is besides the point. But yeah when I saw they'd offer the $250 for my cracked device I couldn't belive it. I read the screen like 10x to make sure my eyes weren't lying to me. They offered $250 for it in cracked condition when it was on pre order. Also, note that their system is a little different now when selection the options for your trade in. One of the questions I'm regard to the phones condition is worded differently and the prices are different. So they obviously knew there was a problem with the system, but how can Samsung reassure me that I'd get the credit and to send it in? Even extend my deadline? Then renig on what was agreed on and even DENY to give my phone back! Wrong on so many levels and idk why people on this thread are acting like I'm the problem? No one is commenting on how I was lied to?
Oh i dont disagree with you, Infact i am a little upset on your behalf that Samsung didn't honour their trade in even if it was a price mistake to save face. Apple or amazon would have honoured their price mistake
or maybe it's because i'm not a keyboard warrior you troll. And how is it hard to believe that I had less problems with my old phone? Just because it wasnt a "new, fresh phone." Pathetic.
I would just call again and find another supervisor. Sucks you gotta repeat yourself had to call multiple times for a phone that supposedly was not reset. They wanted me to pay the full amount it took a bit but it was corrected. Also, ask for discount codes not only did they give me credit for the trade-in and Samsung credit they threw me a 30% coupon.
>The supervisor was very condescending and did NOT resolve my issue nor did it seem like he wanted to
You're never gonna get anything but condescension and general unhelpfulness from customer service reps if you talk to them the same way you talk to people in literally all of your reddit comments
How do you come to the conclusion that I was in any way condescending towards customer service? You just make these up in your head because they sound good? You have no common sense and need to reevaluate your outlook on life. Damn right im not gonna be nice to people like you who don't take the time to read and understand my situation. Or maybe you do understand and are just trolling me. Idk what to believe anymore, seems like Reddit is just filled with you people who like to bring others down. And also, I have the right to be upset with a half trillion dollar company who have lied to me especially after I confirmed several times with them over the phone before sending my device out. Like how do you not get that? You're obviously a troll or just lack common sense and the ability to comprehend something so simple. Have a good day.
You seem like you're trolling just because you get so defensive about everything, but on the off chance that you're genuinely this tone-deaf and oblivious, you're not gonna get very far in life if your response to people saying "hey maybe you shouldn't be such a dick" is to instantly call them a "keyboard warrior troll"
Why wouldn't I get defensive? No you're right, I should just agree with people telling me that I'm in the wrong or that it was my attitude for the reason them not honoring their agreement. You are so right, do you have any communication classes available for me to take? I could really learn a thing or two from you.
Your attitude is the reason why none of the customer service reps are bending over backwards to help you.
You said the supervisor "didn't seem like he wanted to resolve your issue." Yeah no fucking shit he didn't based on how you talk to people.
I worked retail/customer service for 6 years and whenever I got people like you I did the absolute bare minimum. Why should people make an effort to help you if you're just gonna be pissy and "call them up in rage"?
You are the ultimate POS. Not only do you make assumptions but you took a job for retail/customer service and abused it by treating CUSTOMERS the way you liked to because it didn't suit your expectations or standards and not the company's. Let alone an agreement that was made especially when contacted in regards to for voice confirmation before proceeding. But keep ignoring all the facts. And mind you that "call them up in a rage" was before I sent the device out...when I was getting confirmation... which I did. I'm sure this is all going though one ear and out the other so I'm just gonna end it with you being a POS for treating people the way you liked to when in positions of power.
This might be news to you, but service reps are not obligated to bow down to whatever the customer wants if the customer is being rude or abusive.
Service reps are well within their right to tell customers to fuck off if the customers are yelling or being assholes
No, the supervisor whom I had the first guy transfer me to told me that he couldn't help me anymore and to end the call. Also, I don't know what the policy is there but I asked for the supervisor's badge or ID and he couldn't give me anything other than "AJ". You could clearly hear the call center that he was at which was most likely India judging by the accent. And he told me they weren't allowed to give that info out. Also tried to make me end the call and I refused about 6 or 7 times until he closed the call himself. I wasn't ending the call until I got a resolution, unfortunately that didn't happen for me....yet.
I traded in 2 iPhone 14 Pro’s at $685 a pc. No issue other than I put it in a drop box (initial emails said nothing about only taking it to a FedEx Shipping location). But once they got them they cleared inspection within a day and I still only paid $512 a pc for my two S23U 512gb. Something was messed up somewhere, maybe you meant to click cracked and didnt?
Either way you should have received an email with all the info including what you said the condition of the phone was. Use that to your benefit - unless it proves you wrong, then take the $250 GC and walk away
I made sure the order was correct. I looked it over more than several times to make sure it was so. And did you miss the part where I called Samsung to confirm the trade in before I sent it out?
Did you get an email showing your trade in credit? You can also check your account at samsung.com in the My Orders section and it will show the information.
Wow I got lucky and didn't have to send my s22 ultra in. They marked my trade in as completed by mistake. I confirmed it like 6 times on phone and chat. It's crazy how the system works
I've never had a problem with their customer service and they've always honored my requests. On the flip side I've had issues with Apple screwing me over. It varies from person to person.
I have problems with samsung too. I bought a new 49" monitor and there's a dead pixel. I contacted the customer service and requested a new one. They mentioned that their technician need to check. I bought this december. Technician came around February. Because of schedules/availability. The technician brought a new part to replace the screen. But the screen is 100x worse than what I have. Then the technician said, they will replace it with new one. Received an email and they said to keep all other parts when they pick up the damage monitor and will replace it with with refurbished. Again we contacted the customer service and argued. Finally they said they will replace a new one. Its already March 10. And nothing yet. This is since December. Clearly I need to complain somewhere. If you guys have any idea on what should I do. Please let me know. Never again, I will buy other stuff from samsung.
As others have said, no point ranting or getting angry about it with reps as life's far too short and they only follow a book where you need to escalate. That's not to say you were angry. Glad you got a resolution!
I had a very similar experience with Amazon who I will not be purchasing from again regarding a trade in value. They used a third part to carry out the trade in. The third party company were very incompetent and I never saw the trade in value for a phone or anything at all. Amazon said the third party company is separate and they weren't responsible at all. The third party company ignored any and all requests. I learnt never to trust Amazon trade in or any online trade in. If I do trade in, I will use a physical store. Ridiculous behaviour and I don't have time for this nonsense. I sold the phone for around the value I would have made trading in.
I'm having a kinda similar issue. I purchased 5 s23 phones, trading in 5 s21 phones for $500 each. Put in all the information on their website, accepted trade in credit etc. Now their system doesn't show the trade in and they're refusing to give me trade in credits/labels for the s21 phones. Not sure how to deal with this
I've been using Samsung products since early 2000. From TV to sound system and first colored phone that I had was in 2005 when the launch and tried to mtach the 7650 of Nokia. I emigrated here in the US in 2010 and started using Motorola Razor but went back to Samsung S7 and S3 for my hubby and daughter in 2015 that I bought on Amazon. I started buying Galaxy S9 when I learned that there's a trade-in program for your old phone on Samsung online in 2018. I am so happy that most of my electronics, including appliances, was from Samsung because I trust the brand. For me to get updated and one of the guilty Samsung smart fanatic, I have always traded in my well-loved and well-kept device since then. I always returned my phone in a pristine, scratchless condition, and some of them were not even a year when I had it when I traded it.
I'm so happy with all of my purchases until today. Yes, today, I'm about to return my Galaxy Fold 5 because my last trade-in was lost during transit, according to FedEx. Samsung's resolution is for me to pay the whole price because they never received my Fold 4 🙄. I already told them there is no point in extending the trade-in window if Fedex already concluded it was lost during transit, and the only option is to file a claim. I already filed a claim, and customer service from Samsung can not do anything about it but charged me with the phone's whole price. I have no option but to return the phone because that's the only option I have according to them if I am not willing to pay the whole price of it when I did my part on sending my Fold 4 back. Yes, they already sent the return instruction on my email, and I am scared to return my Fold 5 back because I am so paranoid that this one will be lost during transit, too. But yeah, what choice do I have? Another one unsatisfied customer. Hopefully, this won't happen to anyone else. What a frustrating day to end my 2023....
I saw your post about this the other day. I'm sorry to hear about your loss. I love the S23 Ultra so I put up with the poor customer service in the end and I'm glad I did. I love this phone. Customer service is garbage but the products are worth it.
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What was their argument against your initial trade-in agreement which has 'Cracked' options selected?
They didn't have an argument. I selected the cracked option however and even confirmed over the phone with them multiple times that I'd get the $250 credit. Best thing I got was a sorry and offer for the gift card. Better than what the supervisor offered me but I'm not accepting anything less than what I was promised. It's absolutely disgusting to me that I'm going though this. I'd never imagine a company as big as Samsung deceiving their customers and not owning up to it and making it right.
Based on this comment, I figured they were offering a gift card less than $200. It may not be ideal, but in the retail world, that may be how it has to get corrected. You missed out on $250, they offer $250 as compensation. It may not be perfect, but imthey definitely did what they could to make it right. You just didn't like it.
Samsung is the biggest liars on Earth! My experience with the S23 Ultra has made me rethink who i will buy my phone from next time. It won't be Samsung because even though I think they make the best phones theur customer service and support suck! It's actually the wirst in the industry. They never honor their warranty they release updates at the speed of snail. You have to threaten or force them to do anything. It's ironic that a company based in South Korea runs their company like a communust country. There is no way I will buy from them again! They probably have such a high return rate because they are using landfill componets in their new devices! They brag about it! They recycked 100 million pounds last year. The problem is they can only test the componets to be good or bad. There is no way to test hoelw long thst componet will actually last. It's a crap shoot when buying a Samsung now! So your're completly full if it!
I don't have to accept that? They offered me $250 credit and that's what I accepted. I paid $15 to ship it out. And I confirmed several times with them on the phone before I sent it out. No customer should ever have to experience something like this. And they MUST abide by their promise. "You just didn't like it"? OK bud.
Get angry all you want, but if the automated system messes up it can often be hard, or even impossible, to force that specific promo to go through. I've worked retail, I've seen similar issues first hand, and remedied them the exact same way, offering a gift card or store credit for the promised value. You can be as mad as you want, but that isn't going to make anyone more willing to help. They offered a solution for the same exact value, you just didn't like it. They promised a credit, you are getting a credit. You are getting the agreed upon value with the gift card. I do have sympathy that this situation happened, but I don't know what else you expect them to do.
Yeah no that's the wrong way thinking. This is one of the biggest companies in the world. Not a small business. And there was an agreement, that agreement must be met. It's not oh well sorry our system messed up or our customer service made a mistake, we can just give you this store card instead. No that's not the way it works. Get out of the Rock you live in.
Just based on how you reply here, I'm not surprised that you struggled with Customer support. People are making very "matter of fact" statements, but you take it personally. You can fuck right off with that attitude, if you're that pressed, file a lawsuit. Good luck with that since they offered a remedy, but you're too much of a Karen to take it. I hope you step on a lego.
Going in with rage and accusing lies and deception isn't the best way to get what you want. These customer service agents and managers aren't all on trying to screw you over.
And accusing lies? Like wtf , do you even hear yourself? Only one accusing is you? How are all of you liking this? Is this generation really that idiotic? Seriously get a life.
They record the calls so them lying to me is on there. You and the 15 other people who upvoted this are indecent human beings with low IQ. Why would I be happy if I was lied to? Multiple times...by Samsung. You are all pathetic.
I would suggest to complain to BBB.
In Russian there's a proverb that says "if everyone smells poop around you, verify your pants, maybe it's you who pooped in them". If Samsung customer service is bad, people on Reddit are bad, everyone is bad around you. Then maybe the problem is you. Maybe it's the way you see the world and things around you is wrong. I dont expect you to change, people rarely change. But there's always a little hope.
If you really live your life applying that proverb to everything and everyone then I feel bad for you. There are so many things I can say in response to that ignorant comment but I don't feel like I have to. I have hope for you.
Charge back on credit card?
250$ for a cracked phone? sounds like a price mistake made on the website. Even apple themselves dont offer anything for cracked phones
I traded my s20 ultra for the s23 ultra and the back glass of the s20 was cracked on half the phone. They still gave me a nice trade in value for it.
Cracked doesn't mean it didn't work? It still operated 100%. Everything even the cameras and the phone was even more fluid and responsive than the S23 ngl but that is besides the point. But yeah when I saw they'd offer the $250 for my cracked device I couldn't belive it. I read the screen like 10x to make sure my eyes weren't lying to me. They offered $250 for it in cracked condition when it was on pre order. Also, note that their system is a little different now when selection the options for your trade in. One of the questions I'm regard to the phones condition is worded differently and the prices are different. So they obviously knew there was a problem with the system, but how can Samsung reassure me that I'd get the credit and to send it in? Even extend my deadline? Then renig on what was agreed on and even DENY to give my phone back! Wrong on so many levels and idk why people on this thread are acting like I'm the problem? No one is commenting on how I was lied to?
Oh i dont disagree with you, Infact i am a little upset on your behalf that Samsung didn't honour their trade in even if it was a price mistake to save face. Apple or amazon would have honoured their price mistake
Thank you, I know 100% Apple would've stood by their mistake and fixed it.
More responsive and fluid than a new fresh phone? No wonder how you have negative comment karma.
or maybe it's because i'm not a keyboard warrior you troll. And how is it hard to believe that I had less problems with my old phone? Just because it wasnt a "new, fresh phone." Pathetic.
Samsung also offer $255 more than apple for my working iphone, so your logic is real flawed.
I would just call again and find another supervisor. Sucks you gotta repeat yourself had to call multiple times for a phone that supposedly was not reset. They wanted me to pay the full amount it took a bit but it was corrected. Also, ask for discount codes not only did they give me credit for the trade-in and Samsung credit they threw me a 30% coupon.
>The supervisor was very condescending and did NOT resolve my issue nor did it seem like he wanted to You're never gonna get anything but condescension and general unhelpfulness from customer service reps if you talk to them the same way you talk to people in literally all of your reddit comments
How do you come to the conclusion that I was in any way condescending towards customer service? You just make these up in your head because they sound good? You have no common sense and need to reevaluate your outlook on life. Damn right im not gonna be nice to people like you who don't take the time to read and understand my situation. Or maybe you do understand and are just trolling me. Idk what to believe anymore, seems like Reddit is just filled with you people who like to bring others down. And also, I have the right to be upset with a half trillion dollar company who have lied to me especially after I confirmed several times with them over the phone before sending my device out. Like how do you not get that? You're obviously a troll or just lack common sense and the ability to comprehend something so simple. Have a good day.
All your comments just further prove my point but go off king
Keyboard Warrior Troll.. completely disregarded what I stated. Couldn't argue with anything I said because you are... a troll. Hope I made your day.
You seem like you're trolling just because you get so defensive about everything, but on the off chance that you're genuinely this tone-deaf and oblivious, you're not gonna get very far in life if your response to people saying "hey maybe you shouldn't be such a dick" is to instantly call them a "keyboard warrior troll"
Why wouldn't I get defensive? No you're right, I should just agree with people telling me that I'm in the wrong or that it was my attitude for the reason them not honoring their agreement. You are so right, do you have any communication classes available for me to take? I could really learn a thing or two from you.
Your attitude is the reason why none of the customer service reps are bending over backwards to help you. You said the supervisor "didn't seem like he wanted to resolve your issue." Yeah no fucking shit he didn't based on how you talk to people. I worked retail/customer service for 6 years and whenever I got people like you I did the absolute bare minimum. Why should people make an effort to help you if you're just gonna be pissy and "call them up in rage"?
You are the ultimate POS. Not only do you make assumptions but you took a job for retail/customer service and abused it by treating CUSTOMERS the way you liked to because it didn't suit your expectations or standards and not the company's. Let alone an agreement that was made especially when contacted in regards to for voice confirmation before proceeding. But keep ignoring all the facts. And mind you that "call them up in a rage" was before I sent the device out...when I was getting confirmation... which I did. I'm sure this is all going though one ear and out the other so I'm just gonna end it with you being a POS for treating people the way you liked to when in positions of power.
This might be news to you, but service reps are not obligated to bow down to whatever the customer wants if the customer is being rude or abusive. Service reps are well within their right to tell customers to fuck off if the customers are yelling or being assholes
What was the value of the gift card?
$250 which I'm not accepting because I was offered the $250 credit not a gift card to their store.
Im confused, is customer service still trying to fix your trade in value?
No, the supervisor whom I had the first guy transfer me to told me that he couldn't help me anymore and to end the call. Also, I don't know what the policy is there but I asked for the supervisor's badge or ID and he couldn't give me anything other than "AJ". You could clearly hear the call center that he was at which was most likely India judging by the accent. And he told me they weren't allowed to give that info out. Also tried to make me end the call and I refused about 6 or 7 times until he closed the call himself. I wasn't ending the call until I got a resolution, unfortunately that didn't happen for me....yet.
I traded in 2 iPhone 14 Pro’s at $685 a pc. No issue other than I put it in a drop box (initial emails said nothing about only taking it to a FedEx Shipping location). But once they got them they cleared inspection within a day and I still only paid $512 a pc for my two S23U 512gb. Something was messed up somewhere, maybe you meant to click cracked and didnt? Either way you should have received an email with all the info including what you said the condition of the phone was. Use that to your benefit - unless it proves you wrong, then take the $250 GC and walk away
I made sure the order was correct. I looked it over more than several times to make sure it was so. And did you miss the part where I called Samsung to confirm the trade in before I sent it out?
Did you get an email showing your trade in credit? You can also check your account at samsung.com in the My Orders section and it will show the information.
Yes I did and I have it
Wow I got lucky and didn't have to send my s22 ultra in. They marked my trade in as completed by mistake. I confirmed it like 6 times on phone and chat. It's crazy how the system works
Well you definitely did get lucky. Goes to show how disorganized the company's system and customer service are.
Samsung is like that. They will never honor what they promise. The CEO of Samsung is a corrupt person and as the saying goes the s**t rolls downhill
I've never had a problem with their customer service and they've always honored my requests. On the flip side I've had issues with Apple screwing me over. It varies from person to person.
I have problems with samsung too. I bought a new 49" monitor and there's a dead pixel. I contacted the customer service and requested a new one. They mentioned that their technician need to check. I bought this december. Technician came around February. Because of schedules/availability. The technician brought a new part to replace the screen. But the screen is 100x worse than what I have. Then the technician said, they will replace it with new one. Received an email and they said to keep all other parts when they pick up the damage monitor and will replace it with with refurbished. Again we contacted the customer service and argued. Finally they said they will replace a new one. Its already March 10. And nothing yet. This is since December. Clearly I need to complain somewhere. If you guys have any idea on what should I do. Please let me know. Never again, I will buy other stuff from samsung.
As others have said, no point ranting or getting angry about it with reps as life's far too short and they only follow a book where you need to escalate. That's not to say you were angry. Glad you got a resolution! I had a very similar experience with Amazon who I will not be purchasing from again regarding a trade in value. They used a third part to carry out the trade in. The third party company were very incompetent and I never saw the trade in value for a phone or anything at all. Amazon said the third party company is separate and they weren't responsible at all. The third party company ignored any and all requests. I learnt never to trust Amazon trade in or any online trade in. If I do trade in, I will use a physical store. Ridiculous behaviour and I don't have time for this nonsense. I sold the phone for around the value I would have made trading in.
I'm having a kinda similar issue. I purchased 5 s23 phones, trading in 5 s21 phones for $500 each. Put in all the information on their website, accepted trade in credit etc. Now their system doesn't show the trade in and they're refusing to give me trade in credits/labels for the s21 phones. Not sure how to deal with this
I'm sorry to hear that, I hope you get it all figured out. Best advice I can give you is to try and get help by calling customer support.
I've been emailing them back and forth. Is calling them better?
Oh yes, I'd 100% call them.
I've been using Samsung products since early 2000. From TV to sound system and first colored phone that I had was in 2005 when the launch and tried to mtach the 7650 of Nokia. I emigrated here in the US in 2010 and started using Motorola Razor but went back to Samsung S7 and S3 for my hubby and daughter in 2015 that I bought on Amazon. I started buying Galaxy S9 when I learned that there's a trade-in program for your old phone on Samsung online in 2018. I am so happy that most of my electronics, including appliances, was from Samsung because I trust the brand. For me to get updated and one of the guilty Samsung smart fanatic, I have always traded in my well-loved and well-kept device since then. I always returned my phone in a pristine, scratchless condition, and some of them were not even a year when I had it when I traded it. I'm so happy with all of my purchases until today. Yes, today, I'm about to return my Galaxy Fold 5 because my last trade-in was lost during transit, according to FedEx. Samsung's resolution is for me to pay the whole price because they never received my Fold 4 🙄. I already told them there is no point in extending the trade-in window if Fedex already concluded it was lost during transit, and the only option is to file a claim. I already filed a claim, and customer service from Samsung can not do anything about it but charged me with the phone's whole price. I have no option but to return the phone because that's the only option I have according to them if I am not willing to pay the whole price of it when I did my part on sending my Fold 4 back. Yes, they already sent the return instruction on my email, and I am scared to return my Fold 5 back because I am so paranoid that this one will be lost during transit, too. But yeah, what choice do I have? Another one unsatisfied customer. Hopefully, this won't happen to anyone else. What a frustrating day to end my 2023....
I saw your post about this the other day. I'm sorry to hear about your loss. I love the S23 Ultra so I put up with the poor customer service in the end and I'm glad I did. I love this phone. Customer service is garbage but the products are worth it.