How to raise and escalate a complaint

[Customer Service]

my boyfriend and I recently bought a 65 inch Samsung TV a smart TV five weeks ago his remote control broke. He has been on the phone daily with customer service to no avail. They said 7 to 14 days to ship out a new remote the TV is brand new We have a complaint number to no avail can they give us an answer as to why we have not received the new remote they just keep saying that someone would get back to you. I also wrote to the CEO office haven’t gotten a response from them either. I do not know how to escalate this any further, but this is absolutely unacceptable behavior from a company such as Samsung If there’s anybody out there that can help me. Please let me know 

[ChrisB_]

Hi there, @Customer Service. I regret seeing that you're unhappy with the service you've received in relation to obtaining a replacement remote control for your TV.

As you have been in contact with our CEO team, I would recommend waiting for them to get in touch with you, as they are our highest point of escalation. Please be assured, they will be in contact with you regarding this matter as soon as possible.

Additionally, I have edited your post to remove your complaint number, as this is identifiable information. I would recommend not posting such details on a public forum. 

[Piper123]

Hey there and welcome to the Samsung UK and EU Community Customer to Customer Forum

Sorry to hear of your issues.

May I please ask where you bought your television from?

www.samsung.com
another retailer?

[GoanGeek]

Samsung doesn't get involved if you guys got into a fight over the remote 😉

I feel sorry for the remote 😌

PS: not really a solution but are you able to buy a third party remote and see if it works? 🤔

You could always use it later as a back up who mess each other up 😈

[Mik72]

I purchased a brand new 50'' Samsung TV on Dec. 1st. which operates fine. The remote control doesn't have a numeral keyboard, to which I find totally unacceptable. I despise the remote control. I feel that Samsung owes me a remote control that has a displayed keyboard.

[rohit_samcommunity]

could you please let me know how to escalate my issue to the higher authority .. as i am not getting any help from samsung customer care.

thanks .