Wrong Phone Delivery and terrible customer service

[Members_rm6rmib]

Hi all,

I would like to start off that I was a full apple ecosystem user that has movied to the Samasung ecosystem.

I made my decision to move to Samsung at the launch of the new Samsung S24 Ultra and imediately pre-ordered the S24 Ultra - 1TB  (Black). I was extremely ecxited and happy that I pre-orderd the phone and taken advantage of the bonuses that Samsung offered on acessories, devices, and the 2 year car plan).

On 30 January 2024 I was excited to receive a package from Samsung and imediately opened the packageing and to my despare was the S24 Ultra - 256GB (Black) version and not the 1TB version. My heart was crushed in despare. 

I sent an email (online) and called the e-support team for help. I had to send through photo's of the phone, packaging and a copy of my order to prove that I received my order. I was on the phone with the support officer for around 2-hours during the process and she was soo wonderful to deal with and advised me that this process would take about a month. She advised me to wait 7 days for the back office to call me to give me instructions on returning the wrong phone. I was upset as I ordered a specific phone and instead was required to follow Samsungs process.

I waited 7 days and decided to message the live chat for an update. The live chat representative told me that they will raise a ticket for the back office to contact me within 24-48hours.

I called again e-support and after giving them my case number and information, I had to spend another two hours on the phone and re-email the same photos to again verify that received the worng phone. The case manager was nice to talk to me and very symathetic. He then told me someone will contact me within 7 days to instruct me on how to return the wrong phone back to Samsung.

I waited another 7 days revceived no email or call. I decided to message the CEO office and requested an experdited response. I received a wonder email back from Dennis who sympathised with me indicated my experience was vexious and that he would escalte my request to the relevant team and get a phone call from the back office within 24 to 48hours.

Guess what - NO CALL back!

I decised to message the live chat service and to get an answer, Mary was fantastic and explained to what steps she as taking to get a response from the back office. She appologised that they responded to her that the customer will get a call within 7 to 10 days to arrange for the wrong phone to be retruned back to Samsung.

I sent an email to the CEO office again indicating my experience (especially being a new customer for Samsung) was becoming an even more of a nughtmare and provided them an update as well as requested some one call me back from the CEO office.

NO CALL BACK within 24hours

I meessaged the live chat app again and was given the same directive as per Mary's response - wait 7-10 days.

I called again and was told to wait 7-10 days for the Back office to call me. I said to her that this is ridiculous and unfair as this is what I am aways being told!!! she got a response from the back office and told me that my request has been experdited and that they will call me 7-10 days. I asked if I can talk to them now or someone higher up. She put me on hold and the phone cut off. 

I decided to messgae the CEO office again with clear directives:

1. Given that no one has made an effort from the back office to call me and that I have been without the phone for this long period,  I feel it is reasonalble that the correct phone is sent to me and the back office can take their time to retreive the wrong device in my posession. I followed the Samsung way, but Samsung didnt follow their process and failed so I provide the reasonabel alternative,

2. The care plan that lists the decvice should have had in posession to be removed and the new phone that will be sent to list the new phone IMEI registered.

Again I have had no reply since I sent this last week.

I messaged live support and was given the same response yesterday. 

Today I will call e-support and wait to talk to someone  and call again to get an answer.

What do you think I should do??

Is this common?

What is going on Samsung??

Do you think this is fair??

Am I being fair and reasonable above?

[DamonHarry]

Very common, I'm going through the exact same thing, just moved from Apple, purchased a phone, tab S9 Ultra and GW6C, all flagship models. My watch battery failed two weeks ago, could have actually been a fire hazard and since then I cant get anything happening. I missed two call backs and my case was closed, ive tried calls, live text, surveys, the lot.

Samsung has some huge customer service issues, i cant even apply for a mail in service as the application page is missing product symtom drop down boxes.

[s_amsungerika]

Hi @DamonHarry,

I'd like to apologise for the poor experience so far.

Kindly send us an email to members.au@samsung.com with subject title: SamsungErika - [DamonHarry] Failed GW6C Battery.
I'll have your case escalated and provide you with updates as we progress.

Kind regards,
SamsungErika

[s_amsungerika]

Hi @Members_rm6rmib,

I'd like to again apologise for the poor experience you've dealt with so far. I understand the frustration of not having your issue dealt with in a timely manner.
I've had a look into the status of your issue, it seems that it has been raised to logistics now. They will be handling the delivery of the correct device to be sent out soon.

Kind regards,
SamsungErika

[L0rdSir1us]

The Exact same thing recently happened to me on my order from May, 2024. I was promised an S24 Ultra 512GB with  promos of protectors and a set of Galaxy Buds2 Pro.. What they sent me was a 256GB model and some broken protectors. Its now August and I am just now getting a bit of decent response. I had their Tier I and Tier II workers telling me they were scared to escalate matters due to fears of being terminated, and don't even get me started with their available managerial/supervisory staff at Tier II.. Multiple Promises of call-backs that never came, many phone sessions of follow the Samsung Worker in their intentional circles around the bush, and just a ton of Trust Problems that Samsung has with its staffing. Like, seriously, they cannot do ANYTHING helpful, outside of creating a ticket and helping with placing an order.. Might as well call them the "Sales-Team" imo.. Then you have their Tier III escalations management team... They, literally, would never respond, or they would respond with things that made little-to-zero sense and with some of their responses not even being related to the reasons for why I initially reached out. 

The Promises made were never honored, they still haven't budged on sending me out the correct phone and shipping the one received back in, offering store credits instead. Even with their current offerings, the credits wouldn't be enough to justify the goods and funds I was jipped on, let alone the multi-month runaround. 

Let me be clear, the initial posters words contain ZERO LIES..

I followed their dispute protocols down to every word and even went as far as emailing their dispute resolution department to request arbitration in excess of 100 times, all with little to no response. Only when I filed formal complaints with the government agencies, disputed the transactions with the financial institution, and informed them the 60-day window had passed, did they accurately and appropriately reach out and respond as they should have. 

Now I am facing another debacle (post- response) after they issued me credits in their half-backwards and unfair attempt to make things right.. The Tier III Escalations Management Departments agent didn't put in the trade-in extension as promised, and they've been attempting to charge my card for the remaining portions a good 2 to 3 times now, while also basically threatening to remote-lock my device..

I went as far as posting these phone recordings on their socials to warn other consumers... 

Its clear-cut with Samsung and they will not change their bs practices until the legal system enforces things. If you cannot get your issues resolved and if they still do not respond after sending them emails, if it were me, I would send them a request for arbitration and file a few complaints with the BBB, FTC, and FCC, just to see if I have any better luck.. I say this, as that was the only time they accurately responded back to me and took things seriously. 

To be honest, after the whole trade-in bs, I`m likely going to start the process on finding a representative to assist me due to the consumer protections in place being disregarded and flat out broken by Samsung.. I'm actually surprised that they've not already been served over the bs they've been pulling as of recent to Hundreds, if not THOUSANDS of their customers. 

Anyway, I hope it helps some, and I really do wish you luck. I know the entire process had me on edge for a good while, and it still does, so I hope they pull their ***!t together and steps up in your matters soon.

I`ll update on here if things change my way & if any additional steps were required... 

#KeepingItReal