Samsung support is garbage, my Note 9 arrived with a ding

I got my Note 9 yesterday, and upon examining it I saw a small flaw/dent/ding in the bottom right where the S Pen goes. I immediately called/chatted with Samsung and they told me not only do they not do exchanges, but I'd have to do a full return/re-purchase to get another phone and send back my promotional item as well. I got in on the AKG promotion and $300 trade in, both of which are over, so I would likely have to pay full price if I re-buy the phone.

All I want to do is get another phone, why are they making me send the promotion items back and why are they being so difficult and not just letting me get another phone? Has anyone had any luck in talking to someone higher than the useless reps who barely speak English? I'm going to try the sales team today, maybe they have someone who can actually help me out. To think I just spent $1000 on a premium phone to avoid these stupid manufacturing flaws for nothing is killing me.

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