Customer Service

I've been a Samsung customer for over a decade and I love their trade-in program. I will likely stay with Samsung but, honestly, it will be difficult for me to recommend Samsung to a friend based on my recent experience. 

I recently purchased a Watch 9, trading my Watch 7. As always, I took pictures of the Watch 7 before sending it out. Weeks later I got an email that the trade-in was rejected because I did not disable my personal security locks, which I did.

I contacted Samsung and a polite CS opened a Case and escalated it with high priority. He said I should get a resolution in 24 to 48 hours. To his credit, he sent me an email after 24 hours that they are still investigating the case. Two days later, still no response. I called Samsung and asked to speak to a supervisor. The CS said they are all busy but one will call me in about 2 hours. I received No call. This is now day 5 and still no response. Very disappointing. I  don't know what to do now since it looks like it is impossible to talk to a Supervisor. Any suggestions?