Samsung: great products, horrible customer service

The fractal brothers (my brother and I) are doing some IT work for a local dentist's office. Each room in the office has a movable arm with a samsung tv monitor mounted to it. When the TVs go out before the warranty is up, no problem, get them replaced through Samsung, right? Sounds easy enough.
Well, it's not so easy, apparently. The two broken TVs were RMA'd, and Samsung sent the replacements. The first one shows up. Not the same monitor (they sent a T220HD), and without VESA mounting holes on the back. So we have to buy a separate bracket (Wall Mount Bracket 19-22 WMB1900T) that gives us the VESA mounting holes.
After the part shows up, we go to the office to install it. We get it all mounted up and everything connected, and surprise! No sound! Actually, it was not much of a surprise, considering the monitor had stuff splattered all over the screen and was generally filthy when it arrived, telling me that it was probably used and never cleaned, and probably not even touched by any sort of refurbishing technician. If it was, the technician probably just turned it on and saw that it had video, and assumed there was nothing wrong with it, but never tested the sound. Although I think it's more likely that it was RMA'd for having no sound and was never even looked at before they sent it to us as a replacement monitor.
If the first incident was isolated, I'd say that it was just back luck on our part. However, the second monitor arrives at the UPS store.. and this time it turns out to be a normal, low end 19" LCD monitor with no TV tuner and no VESA mounting holes. The dentist's office needed, and specifically asked for, a monitor with a TV tuner and VESA holes. So I had to refuse it and send it back to Samsung.