Samsung Mobile Simply Can't Get Repair Right Nationwide

On July 20th my wife called to report the LCD on her Samsung Galaxy S6 had stopped working. She was advised to send it in, which she did. I'm going to save all the details in between, but suffice it to say we were originally told that we were going to be charged for the repair, after a BBB and much frustrating conversation, Samsung agreed to waive the fee. Instead of repairing the phone, it was returned unrepaired, according to Samsung, by "customer request", we made no such request.

After numerous additional phone calls with support, the phone was recalled to Samsung for repair. I then spoke with Roosevelt and Kristen in the RMA Center (both managers) who assured me that the phone would be immediately repaired and returned. On 8/5 I was told I would have it 8/8, on 8/8 I was told I would have it 8/9, on 8/9 I was told I would have it 8/10, on 8/10 I was told I would have it 8/11. It finally arrived 8/12. On 8/12 (23 days after the original shipment) I opened the box to find a repaired phone without the SIM Card Tray, meaning I am unable to use the phone. An additional hour on the phone yields the answer that it will be 7-9 days for me to receive a SIM card tray. OVER 30 DAYS AFTER PHONE WAS SENT FOR REPAIR!

Each and every step of the way I have been given inaccurate information by Samsung reps, told things that were just plain untrue and then even after escalation and "everything being taken care of" I was returned a phone that can't be used. If this weren't so awful, it would just be comical. How is it possible that this is the customer experience for a company that is providing a premium brand and where we paid nearly $700 for the phone?