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.
I'm also 'waiting for approval'. Been over a week. It's an actual joke. No email to confirm anything! I tried to buy from Kogan, got a fake phone, took me weeks to get a refund. So I decided I would only purchase from reputable online places..and now here I am, with even less information supplied than the dodgy seller. Doesn't make sense. You're a big company, sort your stuff out, customer service is all automated these days, it's not hard.
There are a number of us in this situation. Frankly the poor communication regarding the potential for delay is disrespectful. In addition Samsung has for practical purposes closed off all channels of communication other than this one. No replies to emails, the phone system will not accept calls. The chatbot times out.
Is this really what we as customers, especially ones who have committed to purchases, should expect as the level of service and attention? I am really unimpressed.
I'm sure that many of us would be willing to work with Samsung on options for altering orders aligned with stock levels or even expedited shipping. As it stands we can't even reach Samsung to find out what options we have.
