2 months still waiting for sound tower

[davejess]

I am absolutely disgusted with the treatment I have received from Samsung. I ordered the sound tower MX-ST90B on 20th February 2023 and it's now just about 2 months and I still haven't received my order. In this time I have been on the phone countless times to Samsung support to get updates etc. I never got proper answers most times and in the end they just cancelled my order without my approval but I made sure that they redid the order and resend the item I ordered. This wasn't necessarily done and I was made to wait another 10 business days to only talk to them again. During this time, the sound tower MX-ST90B has always been available online to buy and receive, but they've lied multiple times saying no stock b.s. a friend of mind bought one during this time and had it delivered no trouble..so where is my order AU230220-41721981. I have attached the last 2 online chats for your information. Please give me my sound tower MX-ST90B ASAP! 

Here are my last 2 online chats.

Time Zone : Australia/Brisbane Chat Started : Sun, 9 Apr 2023 12:40:10 (Sun, 9 Apr 2023 12:40:10) Anonymous User : Need Help? Talk to Samsung People (Sun, 9 Apr 2023 12:40:13) Anonymous User : Hello. I am your Samsung sales agent and happy to assist you on any inquiries. How can I help you today? (Sun, 9 Apr 2023 12:40:14) Anonymous User : Card:Card : Please choose one below so we can connect you to our friendly team of experts. Product & Shopping, Order, Support (Sun, 9 Apr 2023 12:41:07) David: Order TextPostBack:Order (Sun, 9 Apr 2023 12:41:08) Anonymous User : Card:Card Track Order, FAQ, Start live chat (Sun, 9 Apr 2023 12:42:24) David: Start live chat TextPostBack:Start live chat (Sun, 9 Apr 2023 12:42:25) Anonymous User : We need more information to help you further. (Sun, 9 Apr 2023 12:42:25) Anonymous User : ContactDetailsForm: Please provide your name and email address as well as agree to the terms and conditions so that we can provide a more customised service. (Sun, 9 Apr 2023 12:42:45) David : Done ContactDetailsPostBack: NAME:David EMAIL:david@hotmail.com PHONE_NO:d74cbff8-a975-4ff5-9f04-e1b00ca72e36:[I agree to the Privacy Policy, I would like to receive information about products, services, promotions and marketing communications of Samsung and/or its partners.] (Sun, 9 Apr 2023 12:42:52) Anonymous User : Thank you for waiting, an agent has been assigned and will assist you shortly. (Sun, 9 Apr 2023 12:43:08) Global_ePromoter_SEAU : Hi, David. Welcome to Samsung Customer Care! My name is Dani. How can I help you today? (Sun, 9 Apr 2023 12:43:28) David: Finding what is happening to my order AU230220-41721981 (Sun, 9 Apr 2023 12:44:11) Global_ePromoter_SEAU : I understand that you want to track the order, David. Let me check the order for you. (Sun, 9 Apr 2023 12:44:30) David: I ordered it February 20 (Sun, 9 Apr 2023 12:44:39) Global_ePromoter_SEAU : Please bear with me whilst I look into that for you, David. It may take 2-3 minutes, is that okay?

(Sun, 9 Apr 2023 12:44:48) David : Yes (Sun, 9 Apr 2023 12:47:44) Global_ePromoter_SEAU : Thank you so much for patiently waiting. (Sun, 9 Apr 2023 12:47:55) David : Ok (Sun, 9 Apr 2023 12:48:50) Global_ePromoter_SEAU : Per checking, previous agent made a request for a redelivery last March 27 due to no delivery of your order. (Sun, 9 Apr 2023 12:49:00) Global_ePromoter_SEAU : As of now there's no update on the delivery. (Sun, 9 Apr 2023 12:49:13) David: Why (Sun, 9 Apr 2023 12:49:24) Global_ePromoter_SEAU : Kindly wait 2-10 business days from March 27 from our back office team. (Sun, 9 Apr 2023 12:49:25) David: U have them in stock? (Sun, 9 Apr 2023 12:49:45) David : It says yes online (Sun, 9 Apr 2023 12:50:34) Global_ePromoter_SEAU : As per checking, order has been cancelled initially due to no movement on the order and there's a possibility of no stock availability of the item. (Sun, 9 Apr 2023 12:51:08) David: It has always said available online every day since I bought it (Sun, 9 Apr 2023 12:51:21) Global_ePromoter_SEAU : The previous agent last March explained to you that there's no guarantee that it will be delivered since it has been initially cancelled by our back office team. (Sun, 9 Apr 2023 12:51:47) David : Why can it still be purchased online?? (Sun, 9 Apr 2023 12:53:45) Global_ePromoter_SEAU : That I cannot confirm. That's the information provided on our end since there's no movement on the order. Since this has been escalated, as of now kindly wait for the update within the timeframe that I provided. Weekends and holidays are excluded. (Sun, 9 Apr 2023 12:54:45) David : Ok I will, it's coming up to 2 months soon, I think I've been quite patient with Samsung's stuffing around (Sun, 9 Apr 2023 12:55:51) Global_ePromoter_SEAU : I really do apologize for the delay. Rest assured that this has been escalated. (Sun, 9 Apr 2023 12:56:16) David: Ok thankyou (Sun, 9 Apr 2023 12:56:28) Global_ePromoter_SEAU : Thank you for your time, David. Please don’t hesitate to contact us for any further inquiries. Thank you for contacting Samsung, have a great day!

Last chat

Time Zone : Australia/Brisbane Chat Started : Tue, 18 Apr 2023 09:27:25 (Tue, 18 Apr 2023 09:27:25) Anonymous User : Hello and welcome to the Samsung Chat! I am your personal advisor and I am happy to support you. How can I help you? (Tue, 18 Apr 2023 09:27:25) Anonymous User : Card:Card : Please choose one below so we can connect you to our friendly team of experts. Product & Shopping, Order, Support (Tue, 18 Apr 2023 09:27:30) David : Order TextPostBack:Order (Tue, 18 Apr 2023 09:27:32) Anonymous User : Card:Card Track Order, FAQ, Start live chat (Tue, 18 Apr 2023 09:27:35) David: Start live chat TextPostBack:Start live chat (Tue, 18 Apr 2023 09:27:35) Anonymous User : We need more information to help you further. (Tue, 18 Apr 2023 09:27:35) Anonymous User : ContactDetailsForm: Please provide your name and email address as well as agree to the terms and conditions so that we can provide a more customised service. (Tue, 18 Apr 2023 09:27:41) David : Done ContactDetailsPostBack: NAME:David EMAIL:david@hotmail.com PHONE_NO: d74cbff8-a975-4ff5-9f04-e1b00ca72e36:[I agree to the Privacy Policy, I would like to receive information about products, services, promotions and marketing communications of Samsung and/or its partners.] (Tue, 18 Apr 2023 09:27:49) Anonymous User : Thank you for waiting, an agent has been assigned and will assist you shortly. (Tue, 18 Apr 2023 09:29:54) Global_ePromoter_SEAU : Hi, Welcome to Samsung Customer Care! My name is Jake, I do hope you are doing well today. How can I help you? (Tue, 18 Apr 2023 09:29:56) David : Where is my order AU230220-41721981 (Tue, 18 Apr 2023 09:30:38) Global_ePromoter_SEAU : Hi David, Thank you so much for reaching out to us to help you check your order status. Sure, I can definitely help you with that, and I appreciate that you shared with me your order number. Let me go ahead and check it for you. (Tue, 18 Apr 2023 09:30:50) David: Ok (Tue, 18 Apr 2023 09:40:57) David : It's been about 2 months of waiting, which is totally unacceptable, while the item has always been in-stock online. (Tue, 18 Apr 2023 09:42:15) David: Are U there? (Tue, 18 Apr 2023 09:47:56) Global_ePromoter_SEAU : Hi David, thank you so much for patiently waiting, upon checking here there is process that it's been cancelled due to the stock issues, are you aware with that giving the fact that you've been advised by the previous representative. (Tue, 18 Apr 2023 09:48:53) David: I find that rediculous and false information seeing that this item has been available online everyday since I bought it! (Tue, 18 Apr 2023 09:49:13) David : It was to be reordered (Tue, 18 Apr 2023 09:53:16) Global_ePromoter_SEAU : I do apologize for that David, if you still want to receive the item l can manage to request a redelivery of the item, however there is no guarantee when it will be received it. (Tue, 18 Apr 2023 09:54:10) David: Yes the person who put the 27th March on the order was suppose to do that (Tue, 18 Apr 2023 09:55:46) David: I have been in contact with the Queensland Office of Fair Trading and will be taking this matter further if not delivered ASAP! (Tue, 18 Apr 2023 09:59:26) Global_ePromoter_SEAU : I totally understand that David, I will file a request for the redelivery of the item, however as l mentioned there is no guarantee date when will you possible received it due to stock issues, but I will let our back office team known about your getting contact to the QLD office. (Tue, 18 Apr 2023 10:00:41) David: Yes I will take this further, I can actually make an order online now and select a delivery date. The product is in Australia. Has been all the time (Tue, 18 Apr 2023 10:04:48) David: I actually have a friend who has ordered this same product a few weeks ago and has received it. It is in stock! Someone is lying in Samsung and I won't stop. (Tue, 18 Apr 2023 10:04:52) Global_ePromoter_SEAU : I totally understand that and very sorry for the inconvenience. (Tue, 18 Apr 2023 10:05:59) David : My last comment? (Tue, 18 Apr 2023 10:07:49) Global_ePromoter_SEAU : I do apologize for that l will raise it to our back office team, for them to investigate it, and if there is a stock to deliver it to you ASAP. (Tue, 18 Apr 2023 10:08:22) David: I hope and wish to be updated daily what is happening please! (Tue, 18 Apr 2023 10:10:10) Global_ePromoter_SEAU : I understand that David, I will include that on my ticket so that the back office team will be informed to provide you an update. (Tue, 18 Apr 2023 10:10:31) David : Daily please or off to the Queensland Office of Fair Trading (Tue, 18 Apr 2023 10:11:54) Global_ePromoter_SEAU : I understand, will inform the team to update you daily about the delivery. (Tue, 18 Apr 2023 10:12:10) David: Thankyou (Tue, 18 Apr 2023 10:13:15) David : Hopefully starting from today. That's the least I deserve (Tue, 18 Apr 2023 10:13:26) Global_ePromoter_SEAU : Thank you so much for your understanding and patience David, for the main time Aside from this one is there anything else that l can possibly assist you today. (Tue, 18 Apr 2023 10:13:49) David : No thank you (Tue, 18 Apr 2023 10:16:03) Global_ePromoter_SEAU : Thank you so much, Everything is sorted out now. Thank you so much for contacting Samsung customer service once again. This is Jake. Have a great day and keep safe always, bye for now. 

[SamsungClaudette]

Hello @ davejess

I am so sorry that you are having this issue. I would really like to look into this for you. If you could send an email with the below information filled out, through to members.au@samsung.com I will have this issue personally escalated for you.

Subject Title: SamsungClaudette - 2 months still waiting for sound towerSamsungClaudette <----Please post this in the Email Subject as well as your community Handle.

Customers Name
Online Name
Email
Contact Number
Preferred Call Back Time
State
Model
Serial Number
Product Issue

Kind Regards,
SamsungClaudette

[davejess]

Thankyou Claudette I have just sent through the email then.

[gnif]

I hate to say it, but do not expect this to accomplish anything at all. Samsung are screwing everyone over and I along with several others have had to involve the ACCC, NSW FairTrading, and the Bank to get our funds back due to this fraudulent sale.

Please see: https://r1.community.samsung.com/t5/discussion/are-you-having-problems-with-samsung-support-too/td-p...

[davejess]

I get the sound tower MX-ST90B on a samsung secret sale for $549 instead of original $999. Just a few days ago Samsung has now raised the price of the sound tower MX-ST90B to $1499.. I see corruption within don't U think, especially if I don't get my order as it is currently available online, always had been.