Terrible support service

My Samsung SMART TV started having trouble yesterday. I contacted Samsung service centre on ***as requested by the live chat service who were not able to assist me. I gave them the remote access code and explained the issue. They wanted to connect to my phone so that they could see the TV flickering as I saw it. We were unable to get this functionality to work. The support person then said he'd call me back, which he didn't do. I called about a 1/2 hour later and spoke to another service person who again said he would call me back, but didn't. So...what should have been a quick "remote access" analysis, istead meant that I had to contact online support (no help as they don't have remote access apparently) and the service desk twice ...and still am no further to getting this issue resolved. I'm not happy obviously. Why have remote support built into the TV if nobody in SA can assist me?!