I would like to address the unprofessionalism and disregard for customer service today when I spoke to a senior case manager. I simply asked why I am being forced to pay out my contract with Optus to attain a refund for my Galaxy Z Fold 2 and was told bluntly that it is Samsungs process.
How can Samsung force me to end a contract with Optus to attain a refund? That is illegal. I do not want to end my contract with Optus, as that would defeat the purpose of signing a contract in the first place.
If you cant refund me the full amount for the phone without me terminating my contract with Optus, I ask that you produce me a replacement phone / new phone immediately.
You have stated there are now no parts available to repair the phone and this is why you are offering me a refund for the full purchase price of the phone. I have already paid $325 and was told my phone was fixed (which has not yet been refunded). Under warranty and consumer laws, you have to provide me a resolution.
Forcing a customer to pay $2500 to cancel a contract with Optus in order to get a refund from Samsung is not considered a resolution, and to be frank, for you to put a customer in that position is horrendous customer care.
I request that I be contacted by my case manager to resolve this issue in a much more timely manner. I will also begin contacting the office of fair trading as this matter is now going on for almost 2 months now and I am being treated improperly and being forced to terminate contracts with companies I do not wish to leave.
