I can't understand Samsung at times. They spent years ignoring customers who were asking for metal bodies and less plastic. Now they ignore customers who want to retain sd cards and removable batteries.
Samsung could have met all customers wishes by producing a metal body (such as Note 4) and offering a selection of high quality removable backs (e.g Motorola and LG) and keeping the sd card and replaceable battery.
Now they are continuing to ignore their Note 4 customers with very poor upgrade service. Why pay a premium price for (at best) a mediocre service?
Samsung, whoever is in charge of your customer propositions should be politely put out to grass.
Ignore what your customers are telling you at your peril. How complicated is that?