No service to speak of

I have contacted samsung multiple times regarding the replacement on the broken galaxy buds they delivered to me as part of their promotion. i was assured that the delivery would take place as soon as couriers are allowed to operate again. since i received no further communication, i phoned them yesterday, only to have the operator end the call twice while i was still busy on the line. since this query had been logged i was phoned once after a hello peter complaint, and for all other inquiries i had to phone them. i am beginning to wonder if i will ever receive the promised goods, or if all samsung promotions are just empty promises, as this is not the first time