I have ordered several items from Samsung and as long as things work fine no problems.
But I ordered about a month ago a Neo QLED 8K Smart TV which was huge broken in the package, I spoke to Samsung and they told me to send some pics and return it, once received they would send a new one.
They have received the broken TV more than a week ago and I have spoken to several so called support agents, still Samsung has not sent a TV back to me, I am so tired of calling those so called support agents, no one can give you a clear answer.
Whatever you do don´t order from Samsung anymore, I know I never will!
Glad to hear things have worked for you before when ordering 😊 It sounds like the return process is going as it should, when returning a product it takes about 14 working days for Samsung to go through the return.
If it has been more than 14 working days, contact the support or send a PM to me and @MarcustT , and we can take a look at it.
Have you hade you case resolved yet ? If not send me a PM with your Order number and I will try to get some clear answers on your case and why there been a delay with your new product.