Is someone able to explain the process of return for Damaged-on-arrival to me?

[Hesam]

Hello,

I ordered Samsung S22 Ultra (Online Exclusive) on Nov 11, 2022. I received the device after three weeks, in a plastic bag, without any protection boxes and airbags, from FedEx. I noticed the box of the device has crushed after I opened the plastic bag. Then I decided to record a video while I was opening the box. I submitted the video as part of my claim.

I reported the issue via online chat and the agent help me to return it back. I also requested a refund because I didn't want to miss Christmas discounts. I returned the device, in the same plastic bag. 

After a few days, someone from the Customer Experience team emailed me and said they have denied my return request because the device has damaged!!! We had a lot back and forth conversations but in the end, he returned the damaged device back to me. In his emails, he was always referring to sections 8 b and c of Samsung's terms and conditions. 

He pointed to this phrase, "Defective or DOA (based on the reason you provided with the return request), we will replace or refund the product (in our sole discretion).", with emphasis on the bolded words. In the end, not only not refunded even didn't replace the phone. I just received the damaged device. The interesting thing is that this time the device arrived in a box and was protected by airbags in the box!

I talked with an agent via chat and reported the issue. He helped me by escalating the issue. I am not sure who considers this complaint but I hope they are different people. They told me this process takes between 3-5 business days. I am hoping something good happens.

Super frustrated I am as the process is not straightforward at all! Is someone able to explain the process of Dead-on-arrival to me? 

[Nylah]

Hi, we apologize for the inconvenience caused to you. Our team is working on it to resolve the issue at the earliest.

We appreciate your patience in this regard.

[Hesam]

Thank you Nylah for your comment. I didn't write here to complain as I know this is a common issue. Things break in shipment sometimes. Also, I am aware Samsung is working on my issue. The story is for sharing my experience only. I am looking for an answer to my question.

I didn't find a document on Samsung that talks about the procedures, steps, and processes of returning an order while it was damaged on arrival. This is what I am looking for to understand. "in our sole discretion", is a very ambitious word. What are the criteria for that?

[KOTS21]

I feel for you I've seen packages thrown from my top steps to my door all caught on camera . FedEx, Amazon, Purolator and Ups all have done this without ringing my bell. I know FedEx rings the bell and hands the item to you from Samsung because it has to be signed for but I complained when I got my z fold 3 last year with the trio wireless charger delivered in a bubble envelope . It doesn't make sense and on top of it Samsung doesn't want to resolve the issue? Shame on them.

[Hesam]

oh, I hope what you received had been in good condition although you received it in a bubble envelope.

I believe Stores are packaging orders and shipping them. I don't know if Samsung has any kind of monitoring system for them.

[KOTS21]

My items were delivered without damages but why deliver a $2500 phone in a bubble wrap? That's my point

[RedDogRabbit]

Perhaps one of the most offensive / ridiculous, is Samsung denying ANYTHING because of damage in shipping!! 

While Samsung isn't responsible for what the shipping company does with a package, Samsung is the shipping company's customer.

So the way I see it, It's up to Samsung to deal with the shipping company, and not the customer who is receiving the package. 

There's little doubt that Samsung will not lose out to the shipping company, who will probably just write off the loss, and Samsung should be sending you a new device, and recover whatever they want from the shipping company. 

[Hesam]

Thank you for your sympathy. Appreciated. In my case, I believe the store that shipped the product must be impeached. They had put the device in a plastic bag!!! They put C$1800 device in plastic without wrap it by airbags. How careless and unresponsible a seller can be :(

Believe me or not I feel raped! Let's see what Samsung says.

[KOTS21]

💯 you send your $$$ to Samsung not FedEx and if I was in charge of that department and found out that FedEx was shipping $2000 phones in a bubble wrap I would be looking for another company right away. On top of being in a cold truck for many hours all it takes is one fall and from his pictures it looks more like a javelin throw.

[iFlYSoLo]

Thus is just unacceptable! Oh my goodness. Plz.make a call and speak with a manager, post on social media If this takes time..that's a lot of $$ to go down a drain!