topic Re: Pls fix your online store in Tablets

Pls fix your online store

carlomolrac — Tue, 08 Aug 2023 01:10:08 GMT

Up to this day Samsung's online store is not working right. I'm trading in a Galaxy Tab S8 Ultra 5G 256GB for the new Galaxy Tab S9 series and it still does not add the trade in token of P8000 to the total trade in value. I've already reported this last week to various Samsung support channels and I've exhausted all efforts but the issue is still frustratingly not corrected. Please Samsung fix your online store so us loyal customers can make the most of your deals.

Re: Pls fix your online store

butete — Tue, 08 Aug 2023 06:54:03 GMT

@TeamGalaxyRene

Re: Pls fix your online store

dulber — Tue, 08 Aug 2023 07:19:18 GMT

Unforunately that's true. When I traded in there was only the 128GB model for the Tab S8 Ultra despite having a 256GB model. But the system accepts the IMEI.

I'll take it up with Logistics when they come over as I believe they will asseas the quality of the unit for trade in

Re: Pls fix your online store

TeamGalaxyRene — Tue, 08 Aug 2023 08:12:53 GMT

Hello carlomolrac,

Thanks for bringing up with us here your online store experience that you were not able to proceed trading your Samsung Galaxy Tab S8 Ultra 5G 256 GB for the new Samsung Galaxy Tab S9.

In order to document the issue(s), you may submit an error report through the Samsung Members app as follows:

Step 1. Launch the Samsung Members app, and then tap the Support icon for more options.

Step 2. Scroll and select Error reports.

Step 3. Choose a category of your concern. Select "Others".

Step 4. Choose the frequency of the issue you are experiencing. Enter issue details or attach a video or screenshot. Then press Send icons to complete the report.

For more assistance and guidance, you may contact us via our online Samsung Customer Care support channels below.

https://samsung-livechat.sprinklr.com/seao/ph/index.html

https://www.samsung.com/ph/support/contact/#onlinesupport

Or our Samsung Customer Care direct hotline numbers below.

#GALAXY or #425299 [Mobile Phones & Tablets]

Available 24/7

1-800-10-7267864 [All Product, Toll Free, PLDT]

1-800-8-7267864 [All Product, Toll Free, Globe]

842 221 11 [All Product, Landline]

Daily (8:00am to 8:00pm)

Let us know if you've found a solution by tapping "Accept as Solution" on the answer you like!

Stay safe and have a nice day ahead! Thanks for contacting Samsung.

Re: Re: Pls fix your online store

carlomolrac — Tue, 08 Aug 2023 13:01:34 GMT

That's correct. What's stressing me out is that I've missed out on several discounts and promos of Samsung because of the issue with their online store. I could've traded in my devices during the first week of pre-orders when the value of the devices were high, and could've used the vouchers from their FB live event. Now the trade in value of the Tab S8 Ultra 5G 256GB has decreased, and the FB live vouchers will not work anymore tomorrow. It's so annoying that they updated their online store with regards to the trade in value of devices, but still forgot to update and add the trade in token.

It's unfair not just me, but to those who wish to take advantage of Samsung's pre-order deals but can't do so because of an issue with Samsung's own online store.

My advice to you about your trade in is communicate with Samsung. Their logistics partner will verify first your device matches what's in their record, then assess their unit. They don't have the power to make decisions in behalf of Samsung. Worst is they won't accept your device and decline your trade in because of technicality. You mentioned the system accepted the IMEI you gave, but actually the system is flawed because it will accept whatever number you put in as long as it's 15 numbers long.

Re: Re: Re: Pls fix your online store

dulber — Wed, 09 Aug 2023 03:30:40 GMT

We'll see. It's currently stuck with Consegnia since August 04. Odd. Usually, I get it the next working day after Samsung posts. In any case, this will be my first trade-in with the online service. I have had the same gripes with the S23ultra last pre-order so I went for my suking tindahan. Let's hope Samsung Online gets better for their own good.

Re: Pls fix your online store

carlomolrac — Sat, 12 Aug 2023 17:48:05 GMT

Issue has yet to be fixed and pre-orders are about to end in a few days. Here's the process of Samsung help support with my concern:

Samsung CSR calls me and asks me to try the trade in process. I do it and I tell her it's still not fixed. She says she'll raise my concern and expect a call after a couple of days. She calls me again and run the same process and again it's not yet fixed. She once again tells me that she'll raise my concern to the department. She also said that it might be because the Galaxy Tab S8 Ultra 5G 256GB is not eligible for the trade in token. So I asked why is it that at the mall Samsung will grant the trade in token? She said trade in mechanics may vary from online store and retail store.

Two things here are annoying: No. 1 is why does she think it's an isolated case? Instead of asking me to try the trade in process, why don't she do it and see the issue for herself and then ask those in charge to see and test the issue if it's fixed. 2nd thing that's annoying are the answers she's giving me aren't concrete and conclusive, and not a direct explanation from those in charge. She's telling me what only her hunch is and not a definitive answer from those in charge.

I ask her if should I just go and pre-order and do my trade in and ask Samsung for a rebate in the amount of the trade in token, and she says it's not possible because whatever's the trade in value agreed is what's followed.

I ask her why is it that the Galaxy Tab S8 Ultra 5G 128GB model gets the trade in token but the 256GB or 512GB model does not get it. I tell her what if I just select the 128GB instead because the 128GB gets a better total trade in value than the higher models, and she tells me that I shouldn't because the trade in will be void.

So she suggests I should just wait it out and see if the issue is fixed before the pre-order ends. Again, it's just a wait and see affair. I already asked for a direct line of communication with those in charge to air out my complaints than deal with lousy CSR, but still it's a no go.