Terrible service. No responses and waste of money

I bought a Samsung note 20 ultra when it was launched. I got a call from Samsung asking if I'm enjoying my uv sanitiser for my phone. I told them I had not received it. I checked on Samsung members and the uv sanitiser was there for me to redeem. I filled out the form and submitted. This was the 15th sept. I have still not heard from them despite calling them and them logging calls to the promotions department. If Samsung service is like this maybe I should just go back to Apple and get rid of the Ultra. Hate to see what after care service is like.