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 the refund didn't arrive before the end of the month. I have reached out internally for our team to look into what is happening with your refund.
The refund finally arrived today. 3 1/2 months after initial contact. If Samsung wants to keep customers, it must do considerably better than this. It's not just about the money, it was the poor communication & the wasting of my time that was disappointing. Really, Samsung owed me a lot more.
