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It’s a gimmick I think, it’s called The Office of The CEO. It’s basically just customer support that actually can do things I guess. You can get to it through the Samsung website. It’s truly the only way to get anything done, but you basically have to send a super bitchy email to get them to respond. https://www.samsung.com/us/support/contact/email-the-ceo/
Publicly funded doesn’t mean government controlled, PBS and NPR only get about 10% of their budgets from the government. Most of it comes from Viewers like You! (Donations)