Don't buy directly or with trade in!

[jkultimate]

Lesson learnt, do not buy directly from Samsung Australia their customer support is a shambles. Preordered the S23 with the Samsunsung bonuscare. Receieved the phone one week later without the case I ordered same time. Chased for 4 weeks where I was told the case is in stock but can't send out and a case manager would contact me with 10 days. No contact so followed up again and was told I'd be contacted again. Again no contact. Case finally arrived 8 weeks later where i could've purchased the same case from a store but Samsung offered nothing or contact. In the meantime my phone got damaged. Was then told as I got a online colour only the bonuscare won't be considered as its a specialised order. Samsung just want to make the most $ out of their customers with no real support or understanding. 

Also note, I traded in a Samsung phone where I had issues with this department. They sent my trade in phone back to me (although the trade in value I was expected to receive for the preorder was had to be paid by me due to the phone not upto the assessors standard although it was as described upon submission.

The phone I received back was traded in for a different phone with a different company (knowing it had no issues) and surprise, they had no issues accepting it (and a better value too!)

Overall, direct Samsung purchase is alot of stress and hassle plus with them supporting Asurion, really questions their operations

[samh2103]

Similar experience here. Pre-ordered S23 Ultra, case and tablet on February 2nd, still getting the run around from them about a refund. They originally offered redelivery of the item, but then changed their mind without telling me. It's now (as of writing) June 13 and no delivery or refund or clear timeline on when anything will happen.
I am over their lies and deceit and "just be patient and keep your lines open".

[SamsungClaudette]

Hello @Members_INOf024

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 - Pre-ordered S23 Ultra, case and tablet on February 2nd <----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

[samh2103]

The issue doesn't need to be escalated again, it has been escalated every single one of the nearly 20 times I have contacted people at Samsung and nothing happens. You need to build yourself a working Back Office/Logistics department that interacts with customers and is not just some omnipotent department who can make mistakes, not deal with the angry customers and gets to decide when and how their mistakes are rectified.

[SJMSR]

Asurion are the issue when it comes to the trade in process. I've used it once and won't be doing it again. Better off selling the phone on the classifieds etc then dealing with those monkeys

[AndrewJC]

I bought my S23 from the Samsung shop in Southport. Only waited a week or so, no problems at all. The staff were great, transferred all my data over and gave me an explanation of the basics. Couldn't recommend them, Tecworks, more highly. If you're on the GC and have any issues they're the shop to see.

[peglegreg]

I don't know about your experiences, but EVERY TIME I BOUGHT SOMETHING FROM SAMSUNG AUSTRALIA I had no problems 😊

[Bearnie]

I must say if Samsung don't lift their game re customer service I will be changing companies too.!!