OPEN-BOX S23Ultra Sold as NEW

[RT3308]

Hello community... please help resolve this.  I bought my new S23Ultra (OnlineExclusive Lime Color) online and it arrrived Oct 27.  When it arrived through FedEx box, the Samsung original packaging is OPEN (seal is ripped) and the phone is freely moving around inside the box.  I've reported & escalated it right away on Oct 27.  I've been getting the run around since then and it's now closing in to 2nd week.  I have a Trade-In phone I need to send back by Nov 16... but I can't do this without transferring to the new phone... and I'm not touching this open-box phone.  What is Samsung's policy and consumer protection on OPEN-BOX sold as NEW?  I don't want to return/refund this order because I'd be losing my promo credits & trade-in credit values... when I repurchase under a new order.

Is it possible to just go to Samsung retailer and buy another phone (not OnlineExlusive color) and then return/refund it using the device received from the first order?  At this point, I don't really care about the exclusive color.  I just want to receive a brand new phone and NOT open-box since I paid for a brand new phone.

BTW - to add stress to my Samsung experience, I also bought 85" QLED TV and it was a delivery disaster.  First delivery was UNANNOUNCED... then second attempt when all is done, the truck backed up into my car port DESTROYING my roof/gutter -- now facing a $10K damage which I'm dealing with my house insurance against Samsung Delivery.

I think these two orders (S23Ultra + 85" QLED TV) have aged me 10 years... I can't believe this experience feels like HELL. 

[RT3308]

transferring my convo from 
https://eu.community.samsung.com/t5/galaxy-s23-series/open-box-s23ultra-sold-as-new/m-p/8510673#M217...

[RT3308]

Could someone please helpe me? 😭😭😭 This is how the package arrived after opening the FedEx box... which I've reported/escalated right away (few minutes) after receiving it on Oct 27 - submitted all photos from all angles.  It's amazing how they wouldn't accept open package but expect customers to be okay with receiving open-box paid as brand new device.  This must be a return because it wouldn't have made that damage in the original packaging if it's inside this small FedEx box.  Why would a customer pay brand new price on an open-box device?

[RedDogRabbit]

Send it back to Samsung. Backup your current device to your computer with Smart Switch. 

You should have 14 days for a "no questions asked" return.

Then figure out what you want to do.

As for the delivery truck, that's really nothing to do with Samsung. 

[RT3308]

Thanks for the reply @RedDogRabbit... I don't want to return/refund it - because when I try to re-order, I don't have the same promo offers + trade-in credits anymore.  I just need Samsung to honour our original contract - brand new phone and not an open-box. 

[RedDogRabbit]

Don't know if you have already tried this link, but see if it helps? 

Oops, forgot the link:

https://www.samsung.com/ca/support/contact/#contactinfo

Personally I would never trade anything in with Samsung Canada. I've got friends in the US, and their experience is much better. 

If you don't get anywhere, your choices are:

• a) Accept the open box. 
• b) Lose the promo, but be certain that you are getting a new device. 

[RobertZ]

Good luck getting any useful help here.

See if you can get your payment company to reverse your payment for the phone.

[RT3308]

That's very sad @RobertZ... unfortunately, I don't want to lose the promo discount & trade-in offer credits -- it's not the same anymore when I try to create a new order.  I've also tried to talk to Samsung again over the phone and they're telling me now that they can't change the Trade-In date deadline of Nov 16... how can this be if they've been stringing me along close to two weeks now since the delivery date of Oct 27.  What is the Canadian customers' consumer protection on this type of issues?  I'm seriously losing my faith in ONLINE shopping and SAMSUNG. 

[Joce1]

Listen what RedDogRabbit told you or live with it 🤞 🙏

[RT3308]

In reality... my only option is (A) - because there's no guarantee that the when I re-order the device, it will NOT be open-box (based on my experience to this now).  I'll be in a vicious cycle if the next order comes in as open-box also when I purchased a brand new device.  THIS IS SOOOOO MESSED UP!  Is there a department that carefully deals with customer complaints?  It's quite frustrating that consumers have no protection on "OPEN-BOX sold as NEW" and gets denied for getting a replacement.

• a) Accept the open box. 
• b) Lose the promo, but be certain that you are getting a new device.