After ordering a S21 Ultra (29 Oct) during Samsung Week at a discount plus trade-in value, the invoice price did not match the checkout price (no discount or trade-in value).
Called Samsung Support (also contacted Live Chat & emailed immediately providing all the proof necessary) & was told that I'd receive an email within 3 days. Haven't received any emails. In the email I sent I had outlined that if the order could not be fixed to what I was offered at checkout, then to cancel order. This was ignored & 4 days later the funds were taken out of my bank account & the phone dispatched which I received 2 days later. I would've thought holding off on the dispatch until the issue resolved would've been the smart thing to do.
Contacted Support 6 days later was told that they have escalated to the E-Commerce team. Contacted Support 3 times since but just get: process is still being escalated/As there's a process that needs to take place there is still no **bleep**. As advised, once we have an update we will let you know accordingly.
I have not opened the S21 box as I wait for an update. It has been over 2 weeks since the initial contact with support & 9 days since escalation. I would expect an 'escalation' to require a fairly prompt resolution. Not providing a proper response (either with the initial '3 day email' or prompt escalation) seems excessively long.
Hi @Sarevok, I am very sorry to hear of the experience you had purchasing your device. Please send through a direct message with the following details so that I may investigate further:
Online Support finally responded with on email on Tuesday stating that 'Due to the recent release of the Samsung Galaxy Z Fold and Flip 3 series, we are expecting an influx of inquiries. It may take us longer than usual to respond to your email.'
The order is apparently being handled by the Back Office team.
Update: Received a call Friday from eCommerce Operations & was informed that I will be refunded but will have to wait. Also, I was informed that it was ok to go ahead & use the phone which I am finally doing.
Hi @Sarevok, I am very sorry to hear that the issue is still ongoing. I have contacted the relevant department for an update and will let you know when I receive an update.
Hi @Sarevok, our team has gotten back to me and advised that they have reached out to your via email regarding your refund. Keep an eye out on your inbox, and check if it may have gone to your spam folder if you are unable to find it.
An email was sent to me 2nd Jan with an Estimated Time of Arrival for the refund of sometime before the end of the month. Still waiting on the refund..
