Service is not bad - there is NO service

The experience with SAMSUNG is really horrible They will really only respond on the first complain on hellopeter - then you hear nothing from them - totally ignore any request for urgent help - no response on emails The first reponses is also maximum : "sorry for inconvenience, we escalated the matter" - this is where it ends - the approval of replacing a phone is now on day 5 . Apparently approved on day 2, but still need management approval and there is NO indication when this will happen - NO feedback .