Horrific service from Samsung Mobile

This is the short version of the story:

I've bought a new Samsung J7 Pro on 8 January. 8 days later it stopped working, out of the blue, while it was charging next to me on the desk.

I dropped it at the Samsung Smart Care Center at Canal Walk the same day and was told it will get fixed within 3-5 working days. They took copies of my proof of purchase. The same day, I left a comment on their facebook pages, telling them about my experience with their device. I was given an email address and someone raised a complaint file a few days later.

After calling them numerous times, I finally talked to a lady who suggested to replace the device and not fix it and she promised to get everything sorted.

After not hearing anything from them and again, calling numerous times (she always seems to be at lunch, in a meeting, in another building or not at work) I talked to the Customer Escalation Manager who promised to take care of it, That was the last time I've heard from him, even though he promised on 3 occassions to call me back with an update. He never seems to work either.

On the 2 February I decided to go back to the Smart Care Center because I was told that the Regional Manager is there. Of course, he still wasn't around at 11.00h but was promised a call back from him. Never happened. I had the box with all the chargers, head phone, proof of payment with me but was told that they have everything they need.

As I didn't get a call back from Mr Peters, I called the Smart Care Center again the next day and was told that the replacement device arrives early next week (w/b 5 Feb). On Wednesday morning, still no call so - as I don't have a phone and can only be reached at home or via email - I called them again. I was then told it hasn't arrived but should arrive this week. Called on Thursday - still no replacement phone, called today - still no replacement phone! But then - what a surprise - an email from Samsung! Saying the the exchange has been rejected and I need to send my proof of purchase!! So, it took them 3 1/2 weeks to realise they lost some of the documents and I guess that whole story starts from scratch now. This means another few weeks without mobile phone, not being able to be reached, not being able to make payments etc.

Seriously Samsung, do you really believe this is a decent way to treat your customers? Shouldn't you, given that your products are obviously not flawless, have a process and the resources available to support people? Shouldn't the satisfaction of your existing and loyal customers not be your number 1 priority?