I put in a pre-order for a S22 Ultra on the 23rd Feb, paid via PayPal.
In the time since:
* I've had no confirmation email of any sort * The order is listed as "waiting for approval" on my orders list * I've had no response to any of the emails I've tried to send (the online.support@samsung.com address from the E-Commerce Support link just bounces, the members.au@samsung.com address that's come up in these forums got me no response after 2 days) * I've called a few times, the first time last Friday (25th Feb), and been told it's been escalated - but it's now been a full week with no progress
So here I am, without the phone I ordered and paid for, without even a confirmation that the order was received, and without any idea how long this will take to resolve - or whether the order will end up being rejected some time down the track, now outside the pre-order window so I will not be able to get the bonuses I was supposed to if I need to buy elsewhere.
Got a call yesterday, apparently I hit a very unlucky edge case that required multiple levels of escalation to resolve. Finally got that confirmation email and the order's moved to processing. I can only hope there won't be further issues!
While I do appreciate that this issue was eventually resolved, I would've liked to receive more communication earlier on in the process. Just an email of "our escalation team has received the issue, we're looking into it" would have been nice.
Hi @EluVul, due to all-time high demand, we are expecting a delay on certain Galaxy S22 models. Our team are committed to delivering your order as soon as possible and apologise for any inconvenience caused.
In regard to bonus offers, pre-order gifts are still available to all eligible customers who placed the order within the promotion period.
I understand that there is high demand, and it may take a while. That would have been fine, though I would've expected to be notified of the delay.
What is concerning to me is that I have not yet received even a confirmation email for the order, and as I understand it, the "waiting for approval" stage carries the possibility of the order being rejected (i.e. approval denied?).
It just feels like I'm in a weird kind of order-limbo where it's not even progressed to a "processing" or "delayed" status where I can be fairly certain that it'll eventually proceed. The uncertainty is more of an issue than the delay.
Really. I wouldn't be raising a fuss if I could simply have an email saying "yes, this is what you ordered, and it will happen when the queue gets to you" but I don't have that! That's typically automatic immediately after an order is placed from most online stores.
> In regard to bonus offers, pre-order gifts are still available to all eligible customers who placed the order within the promotion period.
Isn't that assuming my order goes through eventually, and I don't have to re-order? ... you see why I have doubts here?
Are you able to comment on why this is still in the "waiting for approval" state as opposed to any kind of "processing" state?
I refer to the orders FAQ, which says:
> All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your junk email or spam folder.
It has now been almost two weeks with no confirmation email.
My last call with a phone support agent last week suggests that they've never seen an approval state take this long. Is this still considered a 'normal' delay due to volumes, or is something wrong with my order?
Hi @SamsungLaura, still waiting for a response on whether "waiting for approval" is considered a normal delay due to high demand or if there are other issues here.
It's now reached two weeks.
I've still had zero email communication from Samsung.
Hi @EluVul, I am still following up with our team using the order number you provided over email. At the moment I am unsure what is causing your order to stay on "waiting for approval".
I do apologise for the delay and will get back to you as soon as I receive an update regarding your order.
Got a call yesterday, apparently I hit a very unlucky edge case that required multiple levels of escalation to resolve. Finally got that confirmation email and the order's moved to processing. I can only hope there won't be further issues!
While I do appreciate that this issue was eventually resolved, I would've liked to receive more communication earlier on in the process. Just an email of "our escalation team has received the issue, we're looking into it" would have been nice.
Hi @EluVul, I am glad to hear that your issue was resolved and apologise for the delays in getting back to you.
Thank you for your feedback regarding the experience, we are always looking for ways to better our service, and your feedback is an invaluable part of that process.
