I have been a samsung user since 2017 and have been using samsung phones ever since (J7, A51,A71, S21FE, A33) and currently using A52s (work phone), S22 Ultra (personal phone), Flip 4 (back up phone), Tab S8+ (gaming and media consumption) while also using Buds 2, Buds 2 pro, samsung watch 5, samsung phone cases as accesories. The Flip 5 announcement also enticed me to pre-order the phone and retire my A52s for trade-in. Im also planning on giving my flip 4 to my girlfriend so that both of us will be joining on the "flip" side revolution.
On July 30, i pre-ordered the phone in one of samsung experience store. I asked when will the flip 5 be available for claiming and they mentioned that it will be on Aug 11. But sadly i have work that day so i mentioned ill be claiming my preoder on Aug 12 (Saturday).
I opted to pre-order the phone in physical store because i often work outside of my home and i might missed the delivery date set by the courier. Despite having multiple freebies via online purchase (i missed out the 2 yrs samsung care+, free samsung buds 2 pro, 5k handraiser event voucher, samsung loyalty voucher worth 3k), i still went to store pre-order (1 yr samsung care+, free case as freebies) because its safer for me to have the phone picked up in the store as i can set the schedule based on my availability.
So i have set my claiming date on 12 Aug 2023 (its my rest day) and waited until the claiming date.
I also checked the pre order email regularly to tracked my purchase.
On aug 5, 2023 i noticed that my purchase status was "claiming- in store). So i asked the samsung agent who processed my pre order and asked if the phone is already available. But since they can only do early release on 07 Aug 2023, i have to wait for their update.
As my claiming date approaches so was my excitement to be able to hold the flip 5 in my hands. I have been reading other people in samsung groups getting their phones already and its making me more excited.
So when the agent informed me around past midnight that my preorder is available today (aug 12, 2023) my excitement soared. I woke up early, prepared my trade in phone (A52s) by backing up my files and copying my important files in my PC. I also prepared my flip 4 (backed up my files in pc and cloud) because im planning to give my flip 4 to my girlfriend as a gift.
When everything is ready i prepared myself, invited my girlfriend to accompany me and went to the store to claim my pre-order unit in good spirits.
I have set my appointment timeg around 1pm and i arrived 10 min earlier. I walked to the store and mentioned that ill be claiming my pre-order unit.
But to my surprise (and utter disappointment), my unit was NOT YET AVAILABLE.
IT WAS NOT YET AVAILABLE. MY MIND WENT BLANK and i simply said to my girlfriend that my preorder unit was not yet available.
According to the agent who processed my order, there's a misunderstanding/miscommunication with the staff. Unfortunately, my purchase was not yet available. All my excitement gone. All my plans were now ruined. I set this date as the day i can finally hold the flip 5 in my hands, play around with it and give my flip 4 to my girlfriend and we can finally say, we are joining the "flip side".
BUT BECAUSE OF A MISCOMMUNICATION, MY PLANS WERE RUINED. MY EXCITEMENT WENT DOWN THE DRAIN AND ALL I CAN FEEL IS DISAPPOINTMENT.
This is my first time to pre-order. I always buy my samsung phones after release and whenever i buy them most samsung staffs in store often say, "next time do pre-order sir so that you can avail this freebies and you can save money as well".
And now this. Poor customer service. Poor communication. Inaccurate Samsung pre-order status.
To the customer service group who is also a member here, let this be a lesson for you.
This is not just about me having a poor customer service. This is a person who promised that we will be having the phone we loved so much, who sacrified a rest day, commuting our way amidst the heat and traffic for going into the store to pick up the phone only be informed that its not available and the reason is that there's a misunderstanding with the staff. This is beyond all that.
We are your customers. Loyal customers who spent money on your beloved products, who sacrificed our effort, time, energy, money just to buy the things we want and loved from your company. We deserved to be treated as any customers deserved. If there's a delay, inform us earlier. If the units will not be available on claiming date, inform us earlier. If there's a miscommunication with the staff, let us know earlier. UPDATING US personally through email, and phone numbers or even social media is okay. We dont mind that. We will appreciate you more for being upfront about it.
Just as how enthusiastic you are when promoting your products to us, i do hope that you will be more reachable when dealing with pre-orders or even after sales issues or concerns. Because as customers, we deserved a proper customer service who we can rely on.
I hope everyone have a good day. Because apparently, mine was not.
