Yeah they are. I just told them they needed to fix it and do something to keep me. First ECR offered me a Bluetooth headset or a wireless charger and I told them I didn't need either.
When it got escalated, they asked me what they could do to make me happy. I told them fix the issues with customer service and the repair department and if they really wanted to make me happy, send me a new Note 7. She said she would put that info in my escalation. Two or three days later someone in the Office of the President, which was higher than it was escalated the first time, called me and said they would send the phone.
I have Note 5 and already had the S6. I've had all the phones except the S7. I've had a total of lime 24 Samsung phones since I've been using Samsung.