My fold 4 Saga!

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I log into Samsung and create a local repair  for the weekend and think it will be resolved there. 

I arrive and wait for my appointment only for them to try and deny the claim due to a missing inside screen protector. After asking them where it says that in the terms and conditions and them not finding it. I ask them to call Samsung who tells them that it doesn't need to have a screen protector to be approved. They find that all is good, the the repair can proceed under warranty, but wait! They don't have the correct color frame and I will need to send it to Samsung for Repair. Samsung send me a shipping label and I tell them I will ship it when I return from my business trip. 

I take very good care to video my phone and take multiple pictures. Place it into Maintenance mode and back up what I can. I seal it in a bag (just in case of water) and place it in a ton of bubble wrap and place it in the box. Affix my shipping label and drop it off at UPS. 

I Track my phone and see it never makes it! At the end of the day, I get this notification, but its too late to call Samsung! 

I call Samsung and explain the issue and they're kind of lost as what to do. They tell me they will escalate to their shipping coordinator who will get back to me. 

I call Samsung and am given the run around, but told, they need 2-3 business days for the UPS claim to process and find out what happened and I will know for sure what the next steps are.  

I call Samsung and am given a new ticket number and now told that it will be 7-10 business days before anything happens. I ask for a supervisor after going back and forth for over an hour and am told the supervisor is on another call and not available, but will call me back. That I need to call UPS and file a claim. I am now given a new ticket number.  

I call UPS as directed by Samsung, UPS tells me that I need to call Samsung as it is their shipping label and they need to make a claim. They also tell me that n contact from Samsung or a claim has been opened on this tracking number and that their is nothing they can do for me!

I call Samsung again today and tell them the entire story and give them both Ticket numbers. They now acknowledge that this is their problem and that it is escalated again and give me my third ticket number. I am to wait by my phone, for a call from escalations within the next 48 hours.