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? 

[Hesam]

I called them more than 4 times and chatted a few times. All they say is to wait for an email which is the result of their investigation. This process takes 3 to 5 business days. Today was my 3rd day. I wait for the result then ya, I need find someone to talk with. None of the people I talked with gave me a phone number. They said they have escalated the issue and you need to wait until they contact you :(

[iFlYSoLo]

That's BS, I would call tomorrow and insist for a contact to resolve this. This isn't rocket science! Samsung sux for customer service I swear 🤬, really teally does.

[Hesam]

I was told the process of escalation takes 3 to 5 business days. It is more than 5 days and no one from Samsung contacted me. I feel rubbed :(

Every time I talk with customer service they say please be patient we are investigating, blah, blah. They don't connect me to any managers and don't let me talk with someone.

I am frustrated particularly the fact that we are almost at the end of promotion time. Is there any other way than talking to my credit card provider to start dispute process? What do you recommend?

[Hesam]

I received an email, finally, from customer service team. She said they are sorry for the inconvenience caused! They arranged another return by FedEx waybill. I just returned the device. Let's see what happens :)