I wanted to share my recent experience with preordering the Z Fold 6 from Samsung’s official website, hoping to raise awareness and spark some discussion.
Back in June, I registered my interest in the Z Fold 6’s release and preorder. As soon as preorders opened in July, I placed my order, eagerly awaiting the promised delivery starting on July 22nd.
However, nothing happened. By July 29th, I contacted Samsung customer service to check on the shipping status of my order. I was informed that due to internal system errors, they were unable to process the shipment. The issue wasn’t a lack of stock, but a technical problem on their end. They assured me that the problem would be resolved within ten business days.
Since then, I only received automated messages stating that my case was under review, without any mention of a shipping date. On August 6th, I reached out via email to ask why there had been no progress after the ten business days had passed. Customer service responded that they could not promise a specific resolution timeframe and mentioned that many customers’ orders were delayed due to the same system error.
I continued to wait patiently, but today, to my surprise, I discovered that my order had been cancelled without any explanation. The previously promised daily updates from customer service also stopped abruptly. I was left in the dark about the nature of the system error, how it was resolved, and why my order was cancelled without any notification or reason.
I’m sharing my experience here to hear your thoughts and advice. I also hope that by bringing this issue to light, Samsung will pay attention to improving customer experience and respecting consumer rights.
If anyone else has faced similar issues, please share your experience. Let’s discuss how we can better protect our rights as consumers.
Sorry to hear of your situation. I'm in a similar situation, pre ordered 13th with shipping from 22nd July, status was stuck at "order accepted" for a couple weeks and now my order status is "awaiting dispatch" and has been like this about a week. Last contact I got from case manager today was "I just wanted to inform you that I’ve checked the recent status of your order, and it shows that it is on shipping preparation now as of today so it should be shipped anytime soon. Rest assured; I will keep you updated of the order status as soon as I’ve received them. As such, we apologize for any inconvenience this may have caused and appreciate your patience and understanding." In the meantime I lodged a query with ACCC who directed me to consumer affairs. I only logged a complaint with consumer affairs today so not sure exactly what will happen from here.
ps_mel I was exactly the same as you, finally today I've got actual shipping notification and a startrack tracking number that's trackable! It's now over to the hands of Star Track & Auspost but currently *** suggests tomorrow!
