I bought a fold 4 about 13 days ago now and since, the website has been stuck on processing "order placed". Everytime I contact the customer service chat, they assure me that the phone and all accessories have been packed and ready to be sent to FedEX (Canada). However, the website has never been updated for a week since the first time I was told its ready to be shipped. I did not receive any emails from samsung nor FedEX regarding my order. I had a chance to buy everything from Bestbuy instantly but decided for the first time to buy through the website (Bestbuy had the same incentives as samsung.com even for the tradeins).
It feels like the customer service reps just tell you what yiu want to hear. On the last call on Thursday, I was told that it will be escalated and I will be receiving an email from the support team within 24 to 48 hours. I did mention to samsung that I am travelling for a couple of weeks this upcoming week and I have no one at home to receive the phone on my behalf!! If the website had a disclaimer to let the customers know that they have shortages in stock, I would have gone through buying the device from Best Buy!
I thought that since the amount of samsung devices i currently have and/or previously purchased between the s3 and now would have had customer service helping me out as a loyal customer, but no, i received the same bad service as I read on the internet if not worse!
Anyone has an idea of how long samsung's website takes to send the fold 4? I am thinking of cancelling my order, anyone knows how easy/hectic this process would take?
Update: I called customer service and asked for a manager as some of you suggested. She began the call with, the fold 4 is taking 4 to 5 weeks to ship now. I told her that the website does not indicate this at all. As a matter of fact, I went and made a mock order while on the phone to see if this message would appear that shipping is taking that long and nothing appeard! She then checked my order and told me that she sees that I will be getting the shipping information at the begining of this week (its Monday and we are in the begining of the week lol) .. she seemed very confident I will be hearing from them very shortly. We'll see, I will post an update on when I end up getting the phone.
Update 2 (24 days later): I called samsung again after another week passed, this time I requested a manager/supervisor. The rep insisted on helping me, I explained how I called multiple times and the reps kept telling me what I wanted to hear rather than the truth. At least this one was understanding and told me the full truth. She said the warehouse in canada is out of stock and awaiting a shipment from the headquarters and that I wont be getting my device before the beginning of the 4th week and most likely will have to wait for the 5th week. She was very helpful and was straight up with me. I should note that one of the previous reps lied to my face that my phone was ready for shipment and actually had the audacity to sell me another samsung product (buds2 pro) and when I asked if this was a compensation for free he said no I am just brining your attention to another samsung product you kight have missed out on!!!!!!!!.
Anyway, back to my last call, I hung up the phone and stopped checking the website. Last night around 7 pm I received a call from FedEX with an automated message saying that I have a shipmwnt on the way and that I will receive it at noon today. Initially I thought this is another scam call but they left a tracking number which I checked but still thought it was a scam and did not give it much of a thought. 2 hours later the samsung website emailed me and was updated with the shipping information and I received the phone today around noon.
Final Update: after receiving the phone and playing with it, everything seemed ok until I tried to use the GPS. It turned out after a lot of back and forth with samsung technical support that the gps chip was defective and they promised a replacement for the phone. I had to wait for them to send me a return label within 24 to 48 hours. As usual 6 days later, NOTHING. When I called, they informed me that a manager has to approve the label and when they attempted to contact a manager, the warehouse told them they are having issues and that I need to wait more. So given that I had to wait for weeks to get the phone, a few days without getting a simple return label, it would take probably 4 to 8 weeks before I receive another device that could be defective too lol. I decided to cancel my order all together and return the device. Will never use their website again and thats coming from a 10+ year Samsung loyal customer!
No I have heard nothing. It's awful that customers are being lied to. I truly hope that there's something that can be done to compensate for the frustration and delays, especially when we're made to wait weeks or months. I ordered my fold as my note 10+ is cracked and thought an upgrade is better than fixing the screen. I am beyond disappointed.
