Another day Another post

[Echo1]

I'll start by saying sorry to the members as the is post is to grab the moderators or someone with authority attention!!!!and not to bug the members themselves.

As previously mention in my post "The saga continues" I was charged on my credit card for the trade in value of my old phone against my new device S22U. I had repeatedly tried to get a shipping label sent to me with no success and now here we are 6 months later and Samsung decides to charge my card with no "Prior" warning.

 Call customer support and was told my case would be escalated to the right department and I would be contacted within 24-48hrs.... Yes you guessed it!!!! 96 hrs  later and true to Samsung track record NO contact via email.

 It's getting close to the end of the month where most people will be getting their statements in and I shouldn't have to pay this charge while Samsung fixes things.

[SnowCat19]

Good after @Echo1
I sincerely apologize...and trust me on first hand I know there is definitely room for improvement in regards to Samsung Canada Customer Service.

As per one of my previous comments, there was an issue with my $100 voucher which I was dealing with support on Aug 10 it got escalated..... finally resolved a week later and that was when I could place my order.
I am also dealing with two other issues with Samsung, one which is a price match as one of their items went on sale a few days after I purchased it and another one regarding cancelling an order.....not to mention I'm still waiting for my watch to be shipped and they keep telling me 24-48 hours which has passed.

I don't think it's very fair for Samsung to charge you without your consent but I'm sure there is something written somewhere in their terms and conditions that makes it ok....and in most cases that would be fine...as long as the original issue gets resolved. I also don't like the fact that you get charged before the item gets shipped where as most online retailers don't charge you until your item leaves their warehouse. Makes alot of sense.

It seems like your having alot of trouble with the trade in. Have you had a chance to request to speak to a manager of customer service? I have had to deal with a manager directly in the past and quite frankly they are super helpful.
Needless to say, Samsung Canada support can definitely use some improvement as it seems to be the same every year. I really hope your issue gets resolved much sooner than later.

Cheers!

[RedDogRabbit]

How does a Global Corporation, continuously have "technical issues", even with generating Return Waybills, and on the heels of yet another Pre-Order debacle?

Mind Boggling! 

[SnowCat19]

It blows my mind everytime, as mentioned Samsung is great at what they doo....but there is always room for Improvement. For Samsung it's in their customer service.

[RedDogRabbit]

Yup, if it wasn't for Samsung's hardware.. It'd be Bye!

It's too bad, when you buy a product, in SPITE of it's customer service & support. 

[Echo1]

Hey @snowCat19

Hope your good.

It's not the fact so much that Samsung's Canada customer service is terrible as you can... maybe.... kinda say they are front line and possibly worn out.

But the fact that Absolutely NOBODY in any way shape or form in a management level has stepped up to the plate so to speak. It seems like the management prospective is " I get paid good money for sitting on my backside not caring for every day customer who if not for them the employee might not have a job" I find it shocking that this is the case or situation from a management level. I can only imagine if this situation was reversed how quickly they get off their backside so fix things sooner than later.

I am getting fed up with Samsung Canada not caring for their customers or their issues that may arise "Seriously they really need to make HUGE strides in the area"

Again it's a wait and see....

[RedDogRabbit]

Samsung's service & support is kinda like two people watching a football thrown in their direction, each thinks the other will catch it, as they both watch the ball hit the ground. 

[RedDogRabbit]

If only ONE person, at Samsung's Customer "service / support", would have taken ownership of the issues that have been plaguing you, since the purchase of your new device, JUST ONE person. 

It's literally, as if they have NO IDEA, that you are a PAYING CUSTOMER!

You PAID MONEY to Samsung, and just months ago.

I don't know how a straight forward transaction could get so detailed, not even if you TRIED!

I think that if I was running Samsung Canada's operations, at this point, I'd refund the purchase of your S22 & credit back... IMMEDIATELY the nonsense "trade in" charge.

The time for apologies, heartfelt, sincere or anything else is over. 

#InexcusableContinuingIncompetence

#MakingHomerSimpsonLookGood

🙄

[Echo1]

Totally agree.... see my reply to @snowcat19 reference someone in authority stepping up to the plate for once.

[RedDogRabbit]

Like someone, taking ownership of the issue, and following it all the way to the happy resolution.

I don't know if it's a Samsung cultural thing or training, but you see it on Samsung Members as well. 

A Moderator tries to answer a question (whether or not they understood the question) and then they are gone from the issue. If there's a follow up question, I don't recall seeing them answer, or make sure that the issue was resolved. 

What I do see, is when the question is marked as "resolved", There's a reply that they are happy it was resolved.. and to get back to them with anything else, even if THEY had nothing to do with resolving the issue. 

Yeah, I heard that before 😉😊