I sent two phones in after my wife & I upgraded last year. It has been a full 3 months with no reply. I tried emailing last week and the response said I would hear back within 24 hours (business week only). It has been 8 days and no response. Here's the website: Home | Samsung Upgrade Noticed that it is sponcered by "Cloverwireless." Not sure if that means this is not really an officially recognized site but I got the lead from an official Samsung website.