Samsung Customer Support experience has been the worst I've encountered, absolute nightmare.
My Note 20 was picked up by Samsung Courier and lost in transit and for 4 weeks are refusing to acknowledge this.
The Courier has acknowledged this and notified Samsung.
Have sent many emails and 20 phone calls. Still not resolved.
Looks like Samsung are not going to replace this phone.
My suggestion is to raise a complaint ticket @Members_sUSgdDJ to escalate this to the next level.
Google for the Samsung Complaint Procedure.
Check if the Couriers themselves have a Complaint Procedure and had insurance cover on the parcel.
I wish you all the best with this.
Current Phone > Samsung Z Fold³ 5G.