Not getting the information as promised

What a useless call center Samsung South Africa has!!! I send an email to Samsung asking about a letter they said they will send confirming information they gave me. Then the call center agent tells me to get the info from the shop and that there is no else that can help me there!!!!! Your service sucks!!! What is the point then of having your call center if you are going to refer me to your re-sellers??? Both reference numbers for my calls:*** & *** I was expecting a lot more from Samsung and I have been let down. Thanks for nothing