Non-Fulfillmen Sansumg CARE+

[Members_9y93jWv]

Hello everyone, I want to share my experience as a loyal Samsung customer and how my recent interaction with their customer service has left me with immense frustration. As a passionate user of Samsung products for many years, I've enjoyed the quality and performance of their devices, but unfortunately, my latest experience has tainted my perception. Allow me to share my story.

A History of Loyalty: From my very first Samsung phone to my latest tablet and smartwatch, I have been a staunch advocate for the Samsung brand. The reliability and innovative features of their devices have always kept me satisfied. My loyalty to Samsung ran deep.

The Promise of Samsung Care+: When I decided to invest in the Samsung Care+ program, I did so with the expectation that any issues with my devices would be resolved seamlessly. On the public Samsung Care+ website, I found a promise that seemed to guarantee a hassle-free experience: "If you lodge a Swap Request before 3 pm on a business day, a replacement device will be dispatched to you on the same day. Never be without a device." This promise, presented without fine print or hidden conditions, gave me peace of mind that my investment was backed.

The Frustration of Non-Fulfillment: However, my recent Swap Request made on August 27, 2023, resulted in overwhelming disappointment. Instead of receiving the promised replacement device, I was met with the message: "This device is popular and we've currently run out of stock. Please hang tight, we've placed you on priority backorder." This unexpected delay contradicts the clear and unambiguous promise I found on the Samsung Care+ website.

The Availability Paradox: What's even more perplexing is that the device I needed, the Samsung Galaxy Z Fold 5, was available for purchase online at that time. Given this availability, I cannot comprehend why my Swap Request couldn't be fulfilled according to the terms and conditions of my subscription.

My Request for Resolution: As a loyal Samsung customer, I am disheartened by this experience, and I believe my frustration is entirely justified. At this point, I seek nothing more than an immediate and fair resolution to this situation. My request is straightforward: that Samsung Care+ honors its promise and dispatches a "Like Mobile Device" today, as outlined in the terms and conditions of my subscription and considering the availability of the Samsung Galaxy Z Fold 5.

Conclusion: I sincerely hope that Samsung, a brand I have always admired, acts fairly and efficiently to address this situation. As a loyal customer, my relationship with the brand and my perception of Samsung Care+ are at stake. I appreciate your immediate attention to this matter and trust that this experience will be resolved satisfactorily.

[uchetia]

The availability paradox is because they give you a refurbished phone when you make a swap request. So they might have gone out of refurbished units but may have new units to sell in stores.

Although they should give you a new one if they ran out of refurbished units.

[mbckl]

I always tell people to read the tnc every single time for anything there signing up to.

Yes there are a lot of words, but they're all important and you can't take the marketing material as actual evidence. The tnc is the contract you're signing up for. You wouldn't sign a job without knowing the contract right?

Unfortunately it is well within Asurion's right to wait until a replacement is ready as per their tnc.

You'll just have to wait, but fingers crossed you get your replacement soon!

[Hainsworth]

Hiding the rights of Asurion such as the example here deep in the T&C's is absolutely no excuse to accept this behaviour. This customer purchased Samsung Care+ under the clear marketing promise of: "Swap for a new refurbished Device. Same day / next business day device dispatch SwapSwap regardless of condition."

The customer has purchased a service that is not inline with the direct marketing message of Samsung Care+ straight from their homepage, this may be deemed unconscionable conduct under Australian Consumer Law and the Australian Competition and Consumer Commission can impose fines for this kind of behaviour.

[blunderbuss89]

Fingers crossed you get one soon but as said before, I always read the fine print before I knowingly sign up for anything. I've been screwed over by Optus for my oversight and because of that, I'm super sceptical of anything; even my Netflix sub! Whilst it may be unethical, they have unfortunately covered themselves legally by disclosing that in the fine print.

[SamsungClaudette]

Hey @Members_9y93jWv

I am sorry that you are having this issue. I would really like to look into this for you. If you could send an email through to members.au@samsung.com I will have this issue escalated for you.

Subject Title: SamsungClaudette - Non-Fulfillmen Sansumg CARE+ <----Please post this in the Email Subject as well as your community handle. 

Customer name
Online Name
Email
Trade ID/Care+ ID
Customer complaint
SO/Order Number
Purchase location

Kind Regards,
SamsungClaudette

[Lahdi]

Same happened to me. So flustrating. Waiting for two weeks now!!

[SamsungClaudette]

Hey @Lahdi

I am sorry that you are having this issue. I would really like to look into this for you. If you could send an email through to members.au@samsung.com I will have this issue escalated for you.

Subject Title: SamsungClaudette -  Waiting for two weeks now!!   <----Please post this in the Email Subject as well as your community handle.

Customer name:

Online Name:

Registration Number:

Swap reference Number:

Customer complaint:

Kind Regards,

SamsungClaudette

[Lahdi]

Email sent.
Please get back to me. I called many times and no one was able to give me any date when the phone will be available

[Lahdi]

I send the email and did get reply. SamsungClaudette wrote in email:


I am sorry that you are having this issue.

I have escalated your issue and someone will contact you soon.

She basicaly said exactly same thing that people on phone with samsung said.
It has been 4 days since email. No one contacted me and no more reply to email either, even I sent two replies.
Still waiting for my phone, it has been almost a month. Online status didn't changed. Samsung care+ representatives on the phone call have no idea when phone replacement will be availible.
I have suspicion that samsung care+ is a scam company. They told me they are different company and not associated with samsung at all