Samsung SA's customer care sucks

On December 1 I wrote Samsung to enquire if a phone I'd bought a friend might be a so-called "grey" phone. These are parallel imports with no local warranty protection. MYBROADBAND (https://mybroadband.co.za/) reported on Samsung "grey phones" last year. All I needed was written confirmation that the one I'd bought wasn't a "grey" phone. I provided them with the IMEI numbers. All I needed was a "yes" or "no" to ensure that the guarantee is valid. No response from Samsung at all.