I recall trying to get support for an odd issue on the Galaxy Nexus - it seems some devices would be unable to connect to 5GHz wifi after a few days or weeks of use, and mine was affected. Probably a hardware fault. Not only did Samsung's staff appear unable to understand the issue, their response was only to reinstall the OS (which took them over a week), which had no effect whatsoever. They claimed that they wouldn't replace it until the OS reinstall had been tried by them three times without success. Before it got to this point I returned it to the supplier for a refund, after wasting a bit of time on "not our problem, for faults contact the manufacturer" and "not our problem, for refunds or replacements contact the vendor". Whether or not this was typical I cannot say, but it did rather put me off.