Hi @Labkhand 🙂
I'm sorry to hear about your experience with our customer support. Have you received your phone now? If not - you can send me a private message via my profile with your order number I can try to see where your phone is. Sorry again for the delay!
Hi again! Did you take part of a certain offer when ordering your phone? In that case you can register it in the Members app. u can find more information about our current campaigns and how to take part of them here
I don't think there is a campaign currently that includes a case unfortunately. The videos that you've seen on the internet might be from a different country or retailer, which might explain why there was a case included. You can find all the current campaigns and offers here 🙂