I purchased the Samsung Galaxy S21 FE on Friday 25 February. It took a day before I finally received my invoice and confirmation email, and the status of my order changed to 'preparing dispatch', where it has stayed since 26 February. According to Samsung's own FAQs, delivery should only take 1-2 business days and I should receive communication if there will be delays, and yet I've had no contact from Samsung since my purchase. How much longer can I expect to wait before my phone ships?
I've tried to use the live chat function to get help, but after filling out the initial prompts I have received NO REPLY. Honestly, what is the point of having a live chat if there isn't anyone actually chatting with you? If I can't find out what's going on, I will move to cancel my order and get a refund. I would have just bought from JB Hi Fi if I had realised the customer experience would be so poor at Samsung.
I purchased Samsung 23 Ultra in Green color on 03-Apr-2023. There is no update on the dispatch of the phone, it has been stuck in status "Awaiting dispatch" since last 10 days. Till yesterday it was showing the message "Arrives on 11/04/23" a date which passed 7 days ago. Today this message changed to "Arrives on 18/04/23". But still phone is not dispatched !! On contacting the customer support through chat they couldn't answer when the phone would be disptached or how many days it generally takes for Samsung to dispatch a phone. All I got in response was a dodgy reply that I would get an SMS when the phone is disptached. When I tired to contact customer support through phone, I had to cancel the call after wasting 30 mins and still unable to talk to a support person.
It seems ridiculous that Samsung does not display on the website that there would be delays in delivering the phone. It is surprising to see such a poor management wherein they cannot even provide a date when a phone would be dispacthed that too when it is one of the regular colors. What sort of customer service is this when a customer already paid the entire cost of the phone and accessories and does not even get to know by when the phone would be dispatched and arriving ?
I am so sorry that you are having this issue. I would really like to look into this for you. If you could send an email with the below information filled out, through to members.au@samsung.com I will have this issue personally escalated for you.
Subject Title: SamsungClaudette - Samsung 23 Ultra order delay <----Please post this in the Email Subject as well as your community Handle.
I made an order on Sunday the 7th morning. The order was for a Galaxy s23 ultra that included a smart watch. At the moment of the order I was given between 1 and 3 days. I was never warned that the watch was out of stock at the moment of order. I have spoken with another agent and they have told me that the watch was out of stock and the order delivery time jumped to 2 weeks. I have spoken to another agent just a couple of days after and they tell me it's the phone that is out of stock. Every time I ask about delivery estimates I get no clear answer, basically the answer I get is I don't know and I can't tell you anything.
So to resume the situation, I order online, pay for it and basically don't know anything about when I will receive my order. The customer support has been more frustrating than the delay itself which is an unspecified amount of time to begin with. The agent even suggested that I cancel my order if I was unhappy. I have been a Samsung customer since the galaxy s2, if I start thinking about leaving it is bad. All I want is the truth and an estimation on when I will get my order and just forget about the fact that at the moment of the order it was possibility of same day delivery and that nowhere on the website there was a mention of out of stock for any product ( Which qualifies as false advertising).
Just give me a date.
A delay of a few days is understandable, a delay of weeks without warnings is unacceptable.
I am so sorry that you are having this issue. I would really like to look into this for you. If you could send an email with the below information filled out, through to members.au@samsung.com I will have this issue personally escalated for you.
Subject Title: SamsungClaudette - Delivery Delay for watch and Phone <----Please post this in the Email Subject as well as your community Handle.
