I posted on here a few weeks back about the watch 4 leaving burn marks on my wrist!!
I was replied to straight away asking me to DM on either Facebook or twitter, I only use twitter so I sent a direct message that way on the same day, that was a good few weeks back and my message has not even been opened or acknowledged!!
I was told that this was a serious matter and that it would be taken seriously, but I don't think this is the case!!
Samsung have a habit of doing this. They say dm us and we will look into this urgently for social media... (to make them look good) however whenever you do it gets ignored! Never used to be like this, their customer service used to be superb. I question why are they afraid to issue assistance publicly as some things will help the other customers of theirs when they encounter similar issues...