I sent my Ear Buds Live in for warranty service for the second time and it was confirmed by UPS tracking that these had been received by the service center on 3/5/21. I waited for a confirmation of receipt or a progress update and received nothing. I did a status search on the website using my ticket number and the report said that the buds had not been received. I spoke to a customer service rep who confirmed receipt and that these should be returned in 7-12 days. I called again after 7 days to get a status update because I hadn't received an update and the online status function essentially said the same thing as before. The rep said they had difficulty locating them and that the repair team would expedite the repair or replacement. It's now 3/25/21 and they have had these for 20 days and haven't communicated with me regarding status or expected date of return. I have 4 Samsung TVs, 1 Samsung Washing Machine, A Galaxy 3 watch, A Galaxy S21 Ultra Phone...so you could say I'm a loyal customer. Not likely after this experience. Worst customer service experience ever!
For a customer, customer service is anything to do with the company, not just the people on the phone.