Recently, I've been tempted by deals from Samsung and have used the Samsung Store.
The experience is awful. It is glitchy and slow.
The first order I placed, the website would not stay signed in. After I had received the phone and set it up, I went to check details of the order and realised I was no longer signed in. I asked customer service to escalate this and included emails showing that I was signed in. This was escalated to a "VOC eCommerce Case Manager" who simply said they could not compensate as I was not signed in. Thanks! that is the exact reason I complained. This is awful behaviour from Samsung - hiding behind technical issues on their site to deny assigning reward points.
Fast forward to a few days ago. I get an email offer and decide to try the Samsung Shop app.
Once again, extremely glitchy and slow. After paying I realise the total has increased. I cancelled the order and am advised by customer service that they are unable to help. They gave me an email to contact and advised that they would be in touch within 24 hours. 72 hours later, no response and the issue is not resolved.
Unfortunately as it may seem unfair and unjust, rewards points are not transferable. I believe they could give you the points if the system allowed them to (coming from an IT background myself).
Regarding the last point, it's a little unclear. Did the order value increase while in the cart? Did the order not honour the promotion?
I'm also from an IT background. To me, it looks like they are cheaping out on capacity or their system has issues managing sessions.
As for the second issue:
- Showed expected total - I may have changed payment method, however, this should not have changed the total - Placed order - Check invoice - price has increased.
So if you have screenshots of the cart and the price difference on your invoice you can go two routes:
1. Email Onlinesupport@samsung.com with the supporting documentation. 2. Private message (I forgot the members email) @SamsungClaudette and she'll be able to forward it to the correct place.
Thanks - that's what i'm hoping for - another way to escalate this.
Live chat appear to be powerless to do anything. They gave a timeframe which has been exceeded and have advised twice to just wait another 24-48 hours.
All in all, the whole experience is pretty disappointing.
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 - Extremely glitchy and slow <----Please post this in the Email Subject as well as your community Handle.
