This content was generated by AI Samsung TV support and ticket information discussion Kevin Graehl (Me) (00:00) How can I help? Elisa Samsung (00:02) Lisa from Samsung exchange department conducting, regardless of your Samsung degree for on a recorded line for quality assurance and training purposes. Elisa Samsung (00:13) Perfect, chill. Elisa Samsung and Kevin Graehl (Me) (00:15) Yes, we were reintroducing, as I said, you have conducted us all multiple times regarding your Samsung TV and from the change department. Yes. Elisa Samsung (00:27) Unfortunately, we are unable to provide any accommodation with regards to your TV. Elisa Samsung (00:33) I understand that you spoke to an agent that unfortunately was mistaken about your case. Elisa Samsung and Kevin Graehl (Me) (00:39) But based on information that we have, we are unable to proceed with accommodation, our advice would be if you continue to have issues with the unit. There's 3 just thought off. 3 reagents, 3 Kevin Graehl (Me) (00:45) agents, total that have said it's as for accommodation 3 Egypt, first one was in 2025. Elisa Samsung (01:01) I'm sorry I see how you communicate with an agent. Kevin Graehl (Me) (01:06) What's the agent's name? Kevin Graehl (Me) (01:08) And what date and what case number. Elisa Samsung and Kevin Graehl (Me) (01:11) On the 17th, with a case number. 17th of Kevin Graehl (Me) (01:12) what sorry. Elisa Samsung (01:15) August, I mean, it's under your tickets for one aid for 669949 and based on the notes. Elisa Samsung and Kevin Graehl (Me) (01:26) Aging informed the universe is not eligible for an accommodation, so that's a reason for my call if you continue to have issues with the unit, my slide would be. No, sorry, it's not, it's not that Kevin Graehl (Me) (01:32) agent. Kevin Graehl (Me) (01:35) It's an agent prior to that. Elisa Samsung (01:39) Based on information that I also have on May 19th 2026, with that same pickup under that same ticket. Kevin Graehl (Me) (01:48) What's the ticket number for that one? Elisa Samsung and Kevin Graehl (Me) (01:50) And it's the same 1 or 184669949, and I didn't think Johan, an agent named Johan, also informed our technical super department that the industrial qualifier front accommodation. Hey, hang on, I'm looking for that. Kevin Graehl (Me) (02:09) I'm still looking for that just in a second. Kevin Graehl (Me) (02:14) All right, so I have May 19th, is that the one. Elisa Samsung (02:19) Yes. Kevin Graehl (Me) (02:20) Okay, so that is incorrect, so I'm that when I'm not approved, you know, she said, I'm approved. Elisa Samsung (02:29) And based on our documentation, they informed the identical department that unit does not qualify, but regardless of that. Elisa Samsung (02:40) The reason of my call is just to let you know as I see that you had sent us a text message following up on the case. Elisa Samsung and Kevin Graehl (Me) (02:47) But we just wanted to inform you that a big time. Yeah, I still have a TV that Kevin Graehl (Me) (02:48) doesn't work through the one connect box. Kevin Graehl (Me) and Elisa Samsung (02:52) So, when is that going to be fixed? In that case, I can kind of get with a Elisa Samsung (02:53) technical with our technicals for the pharmaceutical, I can set up a service repair. Kevin Graehl (Me) (02:59) Yes, but you got to understand every time I set up a service repair, they don't fix it. Kevin Graehl (Me) (03:05) And one of the biggest issues is the plastic case that holds the one connect circuit board is broken. Kevin Graehl (Me) (03:13) So the power plug doesn't sit in there all the way, and I've been asking for this to be repaired for the last 3 in person service calls, and no one ever brings those parts like. Kevin Graehl (Me) (03:26) This is insane. Kevin Graehl (Me) (03:28) I'll. Kevin Graehl (Me) (03:29) Also, the backlight got damaged from your technicians, and they're denying that claim I need someone to look into that. Elisa Samsung (03:38) In that case, we can set up another repair. Elisa Samsung (03:41) But. Kevin Graehl (Me) (03:42) The keep denying that claim at that service quick. Elisa Samsung and Kevin Graehl (Me) (03:47) What happens is, from this end, we don't really, when they really handle repair matters. They've denied it twice. Why need some on the Kevin Graehl (Me) (03:50) handle? Kevin Graehl (Me) and Elisa Samsung (03:51) I understand I need someone to handle it, because they're saying, no, you're saying what is the solution for me to get to get the backlight fixed, because all I need for this TV to work is the backlight not to be terrible because it wasn't before. I've been. Kevin Graehl (Me) and Elisa Samsung (04:07) And I need just as simply, when I turn it on, it connects, and it connects to my soundbar, through HDMI, and that's all I'm asking for it's A. I can conduct you with our technical Elisa Samsung and Kevin Graehl (Me) (04:18) support department so they can assess the situation and assist you a credit card. Will you will you also explain to Kevin Graehl (Me) (04:23) me? Kevin Graehl (Me) (04:25) So do you do you know who Samara is? Kevin Graehl (Me) (04:28) Does she actually work for you? Elisa Samsung (04:31) She no longer worked for us. Kevin Graehl (Me) (04:33) Okay, so she no longer works for you. Kevin Graehl (Me) (04:35) Did she approve this and then because she doesn't work for you anymore? Kevin Graehl (Me) and Elisa Samsung (04:41) Now you're not gonna because she approved it, she she told me on the phone, she said, I am approving this it is approved and I'm like, can you do me a favor and put it in writing because I've been told this before twice you'll be the third person telling me. It's known for it's, it's not for that she. He does. Kevin Graehl (Me) (04:56) It's approved, can you put in writing? Elisa Samsung and Kevin Graehl (Me) (04:57) I can send. She's like, yes, I will Kevin Graehl (Me) and Elisa Samsung (04:58) put it in writing, so can you can you can you. Yeah, I was playing writing. I can Elisa Samsung and Kevin Graehl (Me) (05:02) send you a text message saying that unfortunately some we weren't able to proceed with the accommodation I can send the text message. Yeah, yeah, I can you Kevin Graehl (Me) and Elisa Samsung (05:07) explain in detail why you're not able to what happens Samira, and like, why this has been like an up-and-down left and right. No, I am Elisa Samsung (05:14) not. Elisa Samsung (05:15) I'm not able to feel to put your writing. Elisa Samsung (05:18) What happened to the agent? Kevin Graehl (Me) (05:20) Okay, without getting too personal, I'm talking about the case and why you decided, no I need to know exactly why, no, the more important question is why I keep getting denied. Kevin Graehl (Me) and Elisa Samsung (05:30) I've had Jess. And the reason why this is denied is Elisa Samsung and Kevin Graehl (Me) (05:31) because this has not enough prepares for us to be able to consider it for multiple repairs. Understand Kevin Graehl (Me) (05:41) how many repairs do you think they have done just so it's clear, because that's one of the worst parts about this. Kevin Graehl (Me) (05:46) And tell someone digs really deep. Kevin Graehl (Me) (05:48) You think there's only been 1 or 2 parts replaced on 1 or 2 service calls. Kevin Graehl (Me) and Elisa Samsung (05:53) There's been a total of I think 7 service calls, and I'm going to let you tell me how many parts and I'm still waiting for you to tell me what parts have been replaced, because no one can tell me on Samsung's end. I'm Elisa Samsung (06:03) gonna, we don't have that information on the change department change. Elisa Samsung and Kevin Graehl (Me) (06:06) We can only see like the history. So sorry you Kevin Graehl (Me) (06:07) okay. Kevin Graehl (Me) (06:09) So I'm catching it on a big, big fat lie here and a lie might be the wrong word and apologize for being a little aggressive. Kevin Graehl (Me) (06:17) If you say not enough parts have been exchanged to qualify for an advanced repair of advanced replacement. Kevin Graehl (Me) (06:24) My logical response back is going to be okay. Kevin Graehl (Me) and Elisa Samsung (06:29) Well how many parts. I'm not talking about the Elisa Samsung and Kevin Graehl (Me) (06:30) parts I'm talking about repairs, I can see under that there is a repair completed for specification measurement on the August 29th 2025 I can see that the reserves are very completed right, but they do not change that one does not show if they change in parts the one that does show that they change parts was on the on April this year. What is the repair. Elisa Samsung (07:00) That's only one repair the other one I see 2 repairs canceled by the service center, the on, let me see on April 28th, I'm April 20 seconds. Kevin Graehl (Me) (07:15) Okay. Kevin Graehl (Me) (07:15) And my question to you still is what parts do you show that they have replaced? Kevin Graehl (Me) and Elisa Samsung (07:22) And then I'm gonna follow-up with how many times do you think they've come to my house, correct? I do not have like a specific Elisa Samsung and Kevin Graehl (Me) (07:26) I. No one at Kevin Graehl (Me) (07:28) Samsung can give me that information, because you don't have it. Kevin Graehl (Me) (07:32) And that's the flaw here. Kevin Graehl (Me) (07:33) And I understand based on what you see you're like, of course, not. Kevin Graehl (Me) (07:36) We're not going to give them this. Kevin Graehl (Me) (07:38) That's, however, once someone digs deep enough into this, they're going to realize there has been 7 physical service calls out here at dislocation, with parts being replaced nearly every single time, sometimes multiple parts. Elisa Samsung and Kevin Graehl (Me) (08:00) Every time I'm sorry, but the victim's department. Of those times of those Kevin Graehl (Me) (08:00) times of those times the service sections have left with the TV in worse condition that it was not even talking about the backlight damage yet. Kevin Graehl (Me) (08:14) And then with that being said, they say, yes, we will follow-up with Samsung, we don't know what to do. Kevin Graehl (Me) (08:20) We're gonna have to run this by our superiors. Kevin Graehl (Me) (08:24) We're not sure how to fix this. Kevin Graehl (Me) (08:26) And then a week goes by. Kevin Graehl (Me) (08:28) I wait for a call. Kevin Graehl (Me) (08:29) Two weeks go by I call Samsung, and they're like, oh tickets closed, they didn't find an issue. Kevin Graehl (Me) (08:35) And so then I have to start the whole process over again. Kevin Graehl (Me) (08:39) And then when I call up, they're like, oh, we don't see that they replaced any parts. Kevin Graehl (Me) (08:43) The most common denominator in all this is Samsung U or technical support. Kevin Graehl (Me) (08:48) Samsung keep saying no parts have been replaced. Kevin Graehl (Me) (08:51) But every time they come, they put a new parts, I have videos of them putting in parts and then video of them. Kevin Graehl (Me) and Elisa Samsung (08:58) Actually, they put in the parts it not working still, so I need you to understand second. And you pay to sell, or I can there weren't his covers your hair right? Elisa Samsung (09:08) What, however, the case has not been escalated to his apartment. Elisa Samsung (09:11) If the technician at any point, considers that the unit is not repairable, they can escalate the matter without technical reports was, however, it has not been done yet. Elisa Samsung and Kevin Graehl (Me) (09:20) So what I need to do right now is connect you or if right now, it's not convenient for you, then you can give us a call back to 100 students for a single department. Well, hear me out, I'm I am going to Kevin Graehl (Me) (09:27) I'll Foley, let you trans me as soon as you can answer me, honestly God truthful answer, I need you to tell me the exact parts or the exact dates that you see on your end, that allowed you to make the decision to deny me of an advanced replacement. Elisa Samsung (09:46) I can tell you that the only repair that has that shows that any fire was changed was on was the one on that was set up on April 10th okay? Kevin Graehl (Me) and Elisa Samsung (09:59) And what was the case number for that number? I will not say a specific Elisa Samsung and Kevin Graehl (Me) (10:00) part. What Kevin Graehl (Me) (10:02) was the case number for that? Elisa Samsung (10:03) Yes, is that so one of the 4184669949. Kevin Graehl (Me) and Elisa Samsung (10:11) Okay, so would it be safe to assume and sorry to cross-examine you in such a way, but this is very important for you to answer and to be honest truthful, please, please, please, I'm not that's not what I'm asking, that's not what I'm asking, please just hold hold. Manaus, if you would like to know more if it was specific about art itself, our technical super department would follow it. Kevin Graehl (Me) (10:26) Tight, so based on this April service call, where one part may or may not have been replaced. Kevin Graehl (Me) and Elisa Samsung (10:35) You're consideration to deny sorry, did you say it was repaired on that date? I don't feel like I was able to prepare. Elisa Samsung and Kevin Graehl (Me) (10:43) He was replaced not on that dating what I can see is when the repair was set up when you called us. Okay. Elisa Samsung and Kevin Graehl (Me) (10:50) And when that part, when you called us to set up the repair, but regarded the actual appointment, when exactly they went to your house, I do not have access to that. Yes. Of course, not Kevin Graehl (Me) (11:01) I understand that, because that service quick is a different system, so if you allow I've allowed you to interrupt me a few times now, I need you to not interrupt me. Kevin Graehl (Me) and Elisa Samsung (11:09) As I'm continuing to ask this question, it's a leading question, unfortunately, you're going to have to answer. Okay. Kevin Graehl (Me) (11:15) It, so your decision to deny, oh, I'. Kevin Graehl (Me) (11:20) On accommodations, for an advanced replacement is based, and here's my question, is this based solely that you've only seen one service call? Kevin Graehl (Me) (11:31) And this is back in April, and because there's only one service call, that doesn't, how would I say. Kevin Graehl (Me) (11:41) Give me the freedom to ask for an advanced replacement, because you only see one service call or one part replacement. Kevin Graehl (Me) and Elisa Samsung (11:47) Is that the basis of your denial, okay? Yeah, yes, yes. Kevin Graehl (Me) and Elisa Samsung (11:51) Understand that so, and if I've told you and I can give you a list of 6 other service call numbers, and I have 6 other pdfs from service quick of The Times they're out here, the parts they replaced. I have a but Elisa Samsung and Kevin Graehl (Me) (12:07) I have all the history about every ticket that was canceled every ticket that was completed. We sorry, do you have every Kevin Graehl (Me) (12:11) note from every technician because I do in a PDF form directly from service quick. Kevin Graehl (Me) (12:18) They were nice enough to share that with me. Kevin Graehl (Me) and Elisa Samsung (12:20) Did you use that in your determination to deny me? That. Elisa Samsung and Kevin Graehl (Me) (12:25) I will not be able to take it because I can only work based on what I can see on my system. Sorry, Kevin Graehl (Me) (12:29) so why are you denying me give me give me the basis for why you're denying me, just give it to me as as advanced and simple as you can at the same time. Kevin Graehl (Me) and Elisa Samsung (12:38) Why are you denying my claim? Because based on my Elisa Samsung (12:39) based on this system that we have, and based on the reports that we have by the service center, there is only one repair, where parts were exchanged only one. Kevin Graehl (Me) (12:50) Understand okay, so that is factually incorrect, so I will sorry, how do I push this further beyond you and not in the technical support department, how do I get ahold of customer service without because anytime I try to get customer service, it goes a technical support and technical support will never ever ever. Kevin Graehl (Me) and Elisa Samsung (13:12) Let me speak to your department and forgive me, I need your name and which department you work for I'm so sorry, I didn't get that in the beginning. The change Elisa Samsung (13:19) apartment my name is Elisa, fellow in E Lisa. Kevin Graehl (Me) and Elisa Samsung (13:24) Okay, I'm starting to gather employee numbers or last names, or is there any identifying markers or. That's Elisa Samsung (13:29) the only information that I can provide you. Kevin Graehl (Me) (13:32) Understand I respect that. Elisa Samsung and Kevin Graehl (Me) (13:34) Okay perfect, I will send you another next message a link, sorry, an email so you can communicate with the officer of the person in case you don't agree with agree with the decision so you can submit any type of documentation that you might be able to to support your case. So how would I. Okay? I. So just so it's clear Kevin Graehl (Me) (13:50) every everything from this point forward, if I'm not satisfied with your decision is gonna be through email to what department. Elisa Samsung (14:01) To the office of the president. Kevin Graehl (Me) (14:04) Sorry office of who. Elisa Samsung and Kevin Graehl (Me) (14:06) The president I sent you a text message okay? Oh, just let her Kevin Graehl (Me) (14:08) to CEO. Elisa Samsung and Kevin Graehl (Me) (14:12) Yeah, a letter to our escalation department. I understand II Kevin Graehl (Me) (14:14) wrote them 2 months ago, never received a reply. Kevin Graehl (Me) (14:19) I wrote them one month ago. Kevin Graehl (Me) and Elisa Samsung (14:21) Never received reply so that wont-work. Can you check Elisa Samsung (14:23) if it was the same memo? Kevin Graehl (Me) (14:26) It's a form, it's not an email, it's on off, it's a letter letter to CEO. Elisa Samsung (14:32) I don't know it's not the same time. Kevin Graehl (Me) (14:35) I understand okay email the CEO. Kevin Graehl (Me) (14:37) That's not the one okay. Kevin Graehl (Me) (14:38) Cool. Elisa Samsung (14:39) It is office of the president. Elisa Samsung (14:41) I sent it to you in a text message. Kevin Graehl (Me) (14:43) Okay, hang on, alright. Kevin Graehl (Me) (14:46) I heard it beep and forgive me. Kevin Graehl (Me) (14:48) I will go look right now. Kevin Graehl (Me) (14:54) And then you said you'd also put in text message in writing why you're denying the claim, and I would appreciate that while I'm still on the phone with you. Elisa Samsung and Kevin Graehl (Me) (15:04) I am, I can sound it in a few minutes. No, Kevin Graehl (Me) and Elisa Samsung (15:07) I will do that well on the phone with you. So. Kevin Graehl (Me) and Elisa Samsung (15:09) I've been told forgive me in the past, I've been told something to get sent and I never hear anything again, so I happily hold, I'm not volunteer absolutely absolutely. Can you remain the line first 3 to 5 minutes then? Kevin Graehl (Me) (16:25) The reason they keep denying it, and the reason why, when people actually look into it, they're like, oh, because that base level, they only see one service call. Kevin Graehl (Me) (16:39) I just don't know. Kevin Graehl (Me) (16:40) There's something I know. Kevin Graehl (Me) (16:42) She still thinks there's only one service call. Kevin Graehl (Me) (16:46) The last three people that approved me and then they go yeah prove and then their boss autism, Michael. Kevin Graehl (Me) (16:53) No, he's always been serviced once 12. Kevin Graehl (Me) (16:55) No, that's what keeps happening. Kevin Graehl (Me) (17:33) I have Sherri, my lawyer on the 88 projectives. Kevin Graehl (Me) (17:42) I'm pretty sure it'll be my 80 Axis where. Kevin Graehl (Me) (20:08) Yesterday. Kevin Graehl (Me) (20:16) I'm just on hope I'll do right now. Kevin Graehl (Me) (20:17) Sorry, do you want him peeled or not? Kevin Graehl (Me) (20:36) Do you want a copy to go? Kevin Graehl (Me) (20:42) How do you want to make more just like that? Kevin Graehl (Me) (20:44) Or just to fill it up. Kevin Graehl (Me) (20:51) That'll be good. Kevin Graehl (Me) (20:56) It's very easy for me, don't worry. Elisa Samsung (21:11) Hello, arias, fielder. Kevin Graehl (Me) (21:12) Yes, I'm familiar. Elisa Samsung and Kevin Graehl (Me) (21:16) Please take a look at her in. I will review it. Kevin Graehl (Me) and Elisa Samsung (21:18) Thank you for that. Let me have Elisa Samsung and Kevin Graehl (Me) (21:19) there is anything else that I can assist her with before I let you go. We have carefully Kevin Graehl (Me) (21:21) decays at the time, we'll be able to proceed with the Congress, consider then the fact that there was only one service repair, which should charge at the time. Kevin Graehl (Me) (21:34) As it mentioned towards would you mind of saying we don't know what parts are replaced there? Kevin Graehl (Me) and Elisa Samsung (21:39) I think that's fair to ask that we don't have visibility or. That is Elisa Samsung and Kevin Graehl (Me) (21:43) that that is something that we do not handle on exchange departments. No, what I mean Kevin Graehl (Me) and Elisa Samsung (21:47) is, I mean? I want Elisa Samsung and Kevin Graehl (Me) (21:48) to mention it. This message Kevin Graehl (Me) (21:49) is great, but it's leaving out. Kevin Graehl (Me) and Elisa Samsung (21:51) One important thing is, you don't know what parts were replaced, and because of that, your decision is based on, I mean, come on, that's that's completely fairer for me to ask. It is best as. Elisa Samsung (22:02) Do you mind wearing the line for 3 to 4 minutes to see if I'm able to do that? Elisa Samsung and Kevin Graehl (Me) (22:06) Thank you. Yes, Kevin Graehl (Me) (22:06) thank you. Elisa Samsung (27:20) Hello, Aria steeler. Elisa Samsung (27:26) Hello. Elisa Samsung (27:29) Did you hear me? Kevin Graehl (Me) (27:31) Yes, I'm still here sorry. Elisa Samsung and Kevin Graehl (Me) (27:34) And I went beyond to get you the part. Thank you. Elisa Samsung (27:40) Actually, I'm sending it to you, okay. Kevin Graehl (Me) (27:42) Okay, I super appreciate. Kevin Graehl (Me) and Elisa Samsung (27:43) And I think you understand what I'm all trying to do here, I'm just worried there's some glitch in the system, because and that's AI will let you go. It's not, I data, don't worry, I got you Elisa Samsung and Kevin Graehl (Me) (27:49) covered. And Kevin Graehl (Me) (27:52) then a one last question is there like you've been super nice ever when I talk? Kevin Graehl (Me) (27:57) To you's been super nice. Kevin Graehl (Me) (27:59) It's just, it seems like what happens is someone looks really deep into it, and actually finds all the old proper case numbers. Kevin Graehl (Me) (28:07) And the actual parts you placed and the amount of parts you placed and they go like what's oh my goodness, Mr. Kevin Graehl (Me) (28:12) Grill, I don't know how we can find these. Kevin Graehl (Me) (28:15) Before Mr. Kevin Graehl (Me) (28:16) Grill, absolutely you've been through so much from the bottom of our hearts at Samsung, this is gonna be replaced. Kevin Graehl (Me) (28:23) No questions asked, oh, you're gonna get a gift card to go to Samsung, just give us a few days. Kevin Graehl (Me) (28:28) It takes a while the whole process and that's what this is what happens like it's been said to me 3 × 1 time in writing, because I started to get it in writing because I how do you say it like because I got I'm so nervous now because the first 2 times I was like thought I was getting it third time I thought I was getting it got it in writing really thought I was going to get it. Kevin Graehl (Me) and Elisa Samsung (28:46) So there's something that's going to be found. I mean, I mean, Elisa Samsung and Kevin Graehl (Me) (28:47) I got the I got the messages from Samira, it's just that Samira was unfortunately mistaken, and I wish I could do more if I could provide this if I could provide it to you because I know I mean, if you'll take a look at it. I hear you. Elisa Samsung and Kevin Graehl (Me) (29:01) We've been in the talking for almost half an hour, so if I could do it for you, I would definitely no, I'm not complaining about. I know, I trust me, I got a long time. Well, look, I've got so much time invested in this. Kevin Graehl (Me) (29:11) II am, I'm not, I'm not giving up and I'm not trying to get a free TV out of it. Kevin Graehl (Me) and Elisa Samsung (29:16) I just want a TV that works, and my backlight is so bye. Nah, I added. I Elisa Samsung and Kevin Graehl (Me) (29:21) mean you're going do it up. Bye. Elisa Samsung and Kevin Graehl (Me) (29:22) You got a product and you would like a work in product if it is a very reasonable request, right? My, it's. Well, I don't think understand Kevin Graehl (Me) (29:26) like my backlight is screwed up. Kevin Graehl (Me) (29:29) And they're denying I told Samsung, it was broken by the technicians which is true, and that's fine. Kevin Graehl (Me) (29:37) You have to file a claim of service. Kevin Graehl (Me) (29:39) Quick service quick denies my claim so I don't know what to do here. Elisa Samsung and Kevin Graehl (Me) (29:43) I said, if you have a little commentation, then you can leverage out to. So if this is, I shouldn't have to do any, I Kevin Graehl (Me) (29:43) shouldn't have to do any legwork from this point on, you gotta understand that I'm not yelling at you, I'm just I'm just you're your voice of reason, but like if something's broken by one of the technicians that not you but Samsung, you work for Samsung, it's all good. Kevin Graehl (Me) (30:01) I shouldn't have to be the project manager of my misery. Kevin Graehl (Me) (30:05) That's my opinion anyways. Elisa Samsung and Kevin Graehl (Me) (30:07) I'm very sorry and in a case I provide you with the office of the president so you can make on this collection to them. And then let me see what you sent on Kevin Graehl (Me) (30:11) this text. Kevin Graehl (Me) (30:14) But I thought you said you're parks change. Kevin Graehl (Me) and Elisa Samsung (30:18) Okay, so main power Jesus, so the only part change was only part. That's obviously. Kevin Graehl (Me) (30:26) You see change on this whole. Kevin Graehl (Me) (30:33) History is only powerboard, hold on. Kevin Graehl (Me) and Elisa Samsung (30:39) So based on this, my claim would obviously be denied correct. Because if I sell Elisa Samsung and Kevin Graehl (Me) (30:51) Marina fall, then I would definitely go ahead and process this for you, but I cannot go against the file if that's the issue. Yeah, well, just now I understand no, no, that's Kevin Graehl (Me) (30:57) fine. Kevin Graehl (Me) (31:01) You say that text, can you just respond? Kevin Graehl (Me) (31:04) Just say, correct? Kevin Graehl (Me) (31:05) And that's fine. Kevin Graehl (Me) (31:05) And then I'm done, I'll let you go. Elisa Samsung (31:10) Yes, oh of course. Kevin Graehl (Me) (31:12) And then put your name on that reply as well and then can you put down because whenever I contact Samsung customer support this phone where you're texting from, they say does not is not an official Samsung phone number. Kevin Graehl (Me) and Elisa Samsung (31:25) So can you explain in a text message that this is an official Samsung phone number and explain what department you're from and how to get back ahold of you or not you directly, because when I talk to Samsung, they're like, 877, no, no, the only phone number that we'll ever text from is the 800 Samsung number that is, that is not a that's not a legitimate phone number. I'm not what happens. Elisa Samsung and Kevin Graehl (Me) (31:45) Well, let me explain to you what happens to you that we have our dark, we have our the, let's say fun number for calling that is 100 and we have our fun for texting. I see. Yes, efficient, yes. Next Kevin Graehl (Me) (31:59) time. Elisa Samsung (32:00) At least this is the one from exchange department. Elisa Samsung (32:03) And if you take a look at it both on my message, I sent you to twice that this is at least something exchange department. Elisa Samsung (32:11) So. Kevin Graehl (Me) (32:11) All I know, but I guess my my worry or not. Kevin Graehl (Me) (32:14) My worry is if you I don't know how to say this when I talk when I send screenshots to 1-800-SAMSUNG of this exchange. Kevin Graehl (Me) (32:23) Text, they're like, we cannot use this as documentary evidence because we can't validate that this is real or correct? Kevin Graehl (Me) (32:31) This could be doctored, is what they say. Elisa Samsung and Kevin Graehl (Me) (32:33) Let me let me send it in a different way so just yeah. Can you send it through the winning 100 Kevin Graehl (Me) (32:35) Samsung text? Kevin Graehl (Me) (32:38) Maybe that's what I was hoping for. Kevin Graehl (Me) and Elisa Samsung (32:42) I have not. I won't Elisa Samsung and Kevin Graehl (Me) (32:42) be I want to do I can't, I can't. I'm not sure if you can. Yeah, if whatever, can you send it to my email? Kevin Graehl (Me) (32:48) That would be perfect. Elisa Samsung (32:49) What do you want me to sound? Kevin Graehl (Me) (32:51) Everything you sent today. Kevin Graehl (Me) and Elisa Samsung (32:52) This is and the reason we're tonight, just everything you sent exactly before just on email, then that is, yeah, hell yeah, sorry. Okay. And then we were fire. Would you mind wearing the Elisa Samsung and Kevin Graehl (Me) (33:04) line for 325 minutes? Of course. 3 to 5 minutes. Yep, Kevin Graehl (Me) and Elisa Samsung (33:07) yep, yep. Thank Elisa Samsung (33:08) you. Kevin Graehl (Me) (33:14) You ready, honey? Elisa Samsung (37:12) Hello, are you shielder? Kevin Graehl (Me) (37:13) I am still here. Kevin Graehl (Me) (37:14) Yes. Elisa Samsung (37:16) I sent the email. Elisa Samsung (37:16) Let me know when you get it. Kevin Graehl (Me) (37:18) Oh, my goodness right going to check. Kevin Graehl (Me) (37:22) It's become one of the greatest days ever for me. Kevin Graehl (Me) (37:24) Thank you. Kevin Graehl (Me) (37:25) It's like the end of a 11 month saga, at least I know there's some closure, and knowing that I've got this, you may not got it, and that's totally fine, but I got this. Elisa Samsung (37:39) It's fine, I got you covered. Kevin Graehl (Me) (37:43) Let's see. Kevin Graehl (Me) (37:48) Nothing yet, so did you send a Kevin grill at Gmail? Elisa Samsung (37:58) Maybe you should try. Elisa Samsung (37:59) You can try refreshing or am I take a minute. Kevin Graehl (Me) (38:00) Yeah, I'm exactly. Kevin Graehl (Me) (38:05) And if you want to track and follow how that all this goes, I have a website for this called what is it Samsung samsung gaslighting me.com. Kevin Graehl (Me) (38:15) And I'll update the call to show that we called today. Kevin Graehl (Me) (38:22) Oh, there, it just came through. Kevin Graehl (Me) (38:24) And I'll put in the notes on the website that you were very, very nice because you were won't be able to proceed, please know the decisions based on the fact that only one service prayer, but you didn't say what the service repair was okay, park change, that's beautiful, sold done all right smoking gun, that's exactly what I needed to see helps me out so so much. Kevin Graehl (Me) (38:43) Thank you. Kevin Graehl (Me) (38:43) Thank you so much. Kevin Graehl (Me) (38:44) Is there a way I can go to a like rating of the call and give you like a accommodations and happiness. Elisa Samsung and Kevin Graehl (Me) (38:55) At 10 I don't think there would be a survey because we have not created a new ticket. Or is it random? Kevin Graehl (Me) and Elisa Samsung (39:00) Oh, okay, no reason all right. So. Kevin Graehl (Me) (39:02) Well, if it's the next time I do appreciate you and I know their metrics are how long you'd land lasting on calls? Kevin Graehl (Me) (39:07) And I probably screwed up your day, but I thank you so much. Kevin Graehl (Me) (39:10) I will release a call and enjoy your day. Elisa Samsung (39:14) Have a great day thank you for shifting