Servify — Poor support/service

Address: Service Center is in Texas

We called about a screen repair that would have been a same day service if the repair center wasn't 3 hours away. We opted to mail in the phone. We mailed it on 2/16/23. It was signed for at the repair facility on 2/17/23. I received an email on 2/20/23 that they had not received the device and repair was canceled. It took a week to get someone to respond to my email. I had tried placing calls daily, only to be on hold for hours. Well, like others, I work. I can't be on the phone all day long. I finally spoke to someone who said their was an issue with the IMEI number since the phone had previously been replaced by warranty. I let him know that the current IMEI number was the one submitted. I was told the the phone was there and being worked on. Another week went by. I still didn't have updates about the phone. Remember, this was only a screen repair for a cracked screen. I start calling and emailing again. I finally got someone to respond and tell me the order was canceled. I explained that had already been addressed. I was then told the case would be looked into and a notification would be sent in 24 hours. I received email two days later stating that the phone had been repaired and was being sent back. This was a week ago. received it 3/14/23. Guess what. They sent a new phone, which is fine. However, all my of information was on the phone and cannot be transferred without the other device. We were not told to do a factory reset or back up data for a screen repair. We were supposed to get out same phone back. So where is my device with my information? Nobody will respond to emails and being on hold for hours isn't an option. Samsung says talk to Servify. This is who Samsung uses for their warranty/repair. The is horrible service.