You were definitely fobbed off m8, my customer service rep made the calls (and an email or two in the early stages), from an entirely different country, our time zones were 6 to 8 hours apart. She kept calling daily over the space of three days, then gave me a follow-up call to keep me updated each time it took about 5 working days in total to achieve a return request/confirmation, I tried over the space of a few months and got nowhere even though I recieved email replies and they answered the phone.
Maybe it's just a case of stumbling onto a caring representative,
I bought my phone directly from samsung, so my sales contract was with samsung, not MTR. That's samsungs contract, and it should be their responsibility to sort out any issues with their end of the contract. At least, that's how I saw it, and luckily, so did the second customer support agent I spoke to.
I wish you the best of luck and hope you get what's rightly yours returned soon. It shouldn't be this hard to make a warrenty claim on such an expensive device.
All the best and good luck! @OzzyB