Update On the Saga Continues...

[Echo1]

As previously mention in my post "The saga continues" I was charged on my credit card for the trade in value of my old phone against my new device S22U. I had repeatedly tried to get a shipping label sent to me with no success and now here we are 6 months later and Samsung decides to charge my card with no "Prior" warning.

Call customer support and was told my case would be escalated to the right department and I would be contacted within 24-48hrs.... Yes you guessed it!!!! 72hrs later and true to Samsung track record NO contact via email.

It's getting close to the end of the month where most people will be getting their statements in and I shouldn't have to pay this charge while Samsung fixes things.

1) I shouldn't have to pay for something Samsung failed to do 6 months ago...

2) Samsung shouldn't hold people's credit card information on a server for the chance it may get hacked!!!

3) Nobody including Samsung should be able to apply charges to a credit card without the holders prior consent.

Now I wait to see if a mod reaches out to assist me with this or if I am lucky I may hear from the department as promised when they finally decide to do their jobs and reach out to a loyal customer for over 20 plus yrs.

P.S.

Yes I do have a case/ticket number

[RedDogRabbit]

Wondering when you'll receive the, 

"We are very sad.." reply, and a link to **bleep**.support. (x*x*x*x.support), seriously Samsung Censor Bot.. You have a problem with 4 "x" in a row, but DEATHSPELL is okay?? 

Whomever it was, that started to assist you when your purchase went off the rails, should have "owned" it, and followed through all the way.

Having to contact different CSRs, & having to explain everything, again & again, is not how to run a business..

Oh & yeah, the all important, "Check your DM". 

[Echo1]

Lol received the "We are very sad" email at 12.42 EST.

Yes should have been cleared up a very long time ago and NEVER get to this stage.

[Helenna]

Hi Echo1, I certainly understand how it feels to you. Sorry for the inconvenience caused.

I kindly request you to check your Direct message and provide the requested information. So that, I will check with the team regarding the issue and will try to get is resolved soon.

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.

[Echo1]

Received and already replied to your DM..

Thank you for you assistance with this and hope this can be resolved in a short time. In the mean time I truly believe Samsung should reverse the charges on my credit card untill everything is sorted. Regardless if I can or cannot afford the charges I shouldn't be put into the position in the 1st place where I may or may not have to pay interest due to Samsungs incompetence.

[RedDogRabbit]

If I were in your struggles with Samsung, I'd be using every single post / reply / DM to achieve the only outcome that is blatantly called for. 

Samsung's logistics, customer service & support has failed you at every step. 

How does a a Global Corporation, whose business IS Technology, seem to suffer from such frequent "technical issues" & "technical glitches". 

Another example for your case. 

The irony is that Samsung wasn't even able to generate the waybills for your trade in back in April, and after a considerable wait & a number of requests / posts asking for help....But no Technical issues with changing people's credit cards.. SMH. 

From Samsung's Moderator, Helenna 24/04

"Hi Echo1, We are extremely sorry for the delay and the inconvinience caused to you.
Your issue was already forwarded to the team. Due to some **TECHNICAL ISSUES**, waybills for Trade-ins weren’t being generated.
We had a fix and the team will reaching out, by email and that you should be receiving a waybill soon."

https://r1.community.samsung.com/t5/galaxy-s/3-rd-post-in-2-weeks/td-p/16527623

 

[Echo1]

Appreciate your input and feel the same way that a company such as Samsung lacks the basics in everyday business practices.

As I commented on a post today (which seems to have been deleted) reference Samsung's products and customer service that Samsung's products are 2nd to none in my mind but customer service especially Samsung Canada's is severely lacking in anything familiar to a professional manner/standard.

You would think that someone in a management/executive level would be made aware of circumstances like mine so they could be dealt with a personalised way and in a reasonable time frame.

I was in retail myself for a period of time and firmly believed in "Customer Service" being a very important key to a successful business as I used to say ... you can buy a product in multiple stores but what brings you back again and again is the customer service and how the customer felt they were dealt with or felt appreciated.

I can only hope things get resolved sooner than later and my feeling is I'll see way bill when ever that may happen but nothing in a personal touch from anyone within Samsung's management team.