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. 

[RedDogRabbit]

Don't know if this will give you any comfort, but I think that you are the first person that experienced an "open box" from Samsung. I've heard it more frequently with a variety of orders from Amazon for example. 

[RT3308]

Yes - I've scoured the net for known complaints and there are issues with Amazon for "open-box sold as new".  This doesn't give me any comfort at all - Samsung should then take me seriously because their warehouse could be starting to perform lower their standards.  At this point, I'm very very disappointed in my recent experience... after spending nearly $5k plus $10k on roof/gutter damages.  This will be the last time I'd be buying from Samsung Online Shopping.  My experience 2yrs ago when I bought the FLEX Laptop & NoteS20Ultra (which I'm trading-in now) was very satisfactory... this time around is an experience from HELL.

[Helenna]

Hi, we apologize for the inconvenience you are facing.

We understand your concern, please contact to our Online shopping team by using the below link.

Our higher team will help you.

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

[RT3308]

Hello @Helenna... yes I have done that already and the case has been escalated multiple times.  I'm so frustrated right now because Samsung isn't honouring their product... I bought brand new device and I received an "open box seal broken" in the FedEx box. S23Ultra [escalation case 01840484].  I can't believe Samsung has a policy of 'will not accept returned items where seal is broken'... and yet expect for customers to be okay in receiving 'bought' brand new goods but receiving open-box on delivery.  The escalation manager couldn't call me back for "some" reason and probably doesn't know how to make excuses why they can't authorize an exchange to BrandNew Item when they delivered me an open-box.  All he said was that they could only authorize it if the device came to me damaged... BUT since there's no visible damage, I need to swallow my principle and hope that the device isn't damaged internally.  I still can't get over the fact that I bought BrandNew and received OpenBox... and Samsung is not willing to replace it with a BrandNew device.  I've filed a complaint through BetterBusinessBureau already.  This is SOOOOO UNFAIR and so SHAMEFUL for Samsung!