Horrible customer service

purchased a Samsung washing machine on Black Friday directly from the Samsung store and received a unit with a dent. I immediately contacted Samsung to report the issue and provided all the required information, including pictures. It has now been a month, and I still haven’t received an update about the next steps or a resolution.

I’ve reached out to Samsung multiple times via email, phone, their e-store support team, and even in person at a physical store. I also emailed their "tellus@samsung" mailbox, but no one has been able to assist me. I specifically chose to buy the product directly from Samsung, expecting better customer service than from retailers like Takealot or Makro, who offered the same product at the same price. Unfortunately, I was very wrong—I'm confident that either of those vendors would have resolved this issue within days.

I own multiple Samsung products and have always been happy with their quality. However, this experience has made me rethink future purchases. If Samsung’s customer service is this unresponsive now, I’m concerned about how warranty claims or other issues would be handled in the future. It seems like I’d end up replacing items out of pocket simply due to the extreme delays in their service.