Original topic:

Thinking about a credit card chargeback on my possibly fraudulent S22 Ultra and GW4 purchase

(Topic created on: 04-11-2022 03:19 PM)
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Members_xCEr23d
Beginner Level 3
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Galaxy S

So like many I have been waiting well over a month to get a new phone purchased through the Samsung online store and I also paid for a GW4 using the discount they offered.  They built in a time for delay due to everything that is going on and I accepted that.  However, we are well past that.  So far I have received zero communication past the "receive on" date and have contacted Samsung through email, text, chat and phone to try and get an update on my phone.  We are now well past the "will receive on" date for both devices.  The only useable information I have gotten from Samsung at this point is that it's on its way.   On its way to where or when I can expect to receive my order isn't communicated.

I also bought Samsung care+ for both devices which started at the time of purchase, and of course, I have no devices over a month into the plan.  I asked about resetting it when I received my phone and watch, and I was basically told "too bad."  

This is FRAUD.  Taking my money and not providing the items I bought or communicating what is going on with them is a form of theft as defined in the Criminal Code of Canada.

I just added another line to the support email I sent a week ago that was not responded to with an ultimatum that if I don't get an official response about my order or a shipping notice in the next 48 hours I will call my credit card company and start a chargeback. 

Is there ANYONE who can either tell me what is going on with my order, or can respond with something that isn't "I'm sorry" before I go and file a fraud claim and chargeback on my credit card?

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Helenna
Moderator
Moderator
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Galaxy S

Hi , We sincerely apologize for the inconvenience caused to you.

We request you to provide the information asked in DM(direct message).

Please check the direct message by following the below instructions and reply to us with the requested information.

Log in to the web version of Samsung Members community Canada (Link: https://r1.community.samsung.com/t5/community/ct-p/ca-community ) and click on the Message icon at the top right(Samsung Members) >> Inbox >> Reply to the DM (Direct Message).

OR

Viewing your Direct messages Inbox from your device.

1. On the Members app go to the Community tab.

2. Click on your profile picture and username.

3. Click on Direct message.

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Members_xCEr23d
Beginner Level 3
Galaxy S

Just because I believe others have a right to know what may be happening with their orders and the ordeal I am going through to get what I paid for I will happily share some details of my DM on this forum:

Ordered 10 March - Order promised to arrive on 31 March

Email 4 Apr about my concerns - NO REPLY

2 further queries to the email using the reply function - NO REPLY

Escalation made with ticket number - NO REPLY

A promise by the Samsung Customer Service agent I spoke to today that I will receive an official communication from Samsung regarding my order within 24 hours.  

This doesn't include the hours I have spent calling, texting, chatting and posting on forums to get information on my purchase.  Throughout all these conversations I was told "we're sorry" and "a tracking number will be provided"  which amount to no actual information on my purchase and what is happening with it.

If I do not have this resolved or receive information that describes the difficulties you are having in detail with my order specifically including where the devices I ordered are, what specifically is being done to fulfill my order, exactly when I will receive a tracking order for shipment, and the tracking order itself to my satisfaction by 13 Apr I will be filing a complaint with the RCMP/Canadian Anti Fraud Centre and a chargeback/fraud investigation with Visa. 

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