Had the displeasure of dealing with customer service today. I have a G9 Neo 57" gaming monitor I wish to return, it was delivered a week ago.
Speaking with live chat over Samsung Shop app revealed I needed to pay a 10% restocking fee which I was completely unaware of or I wouldn't have even purchased it. I checked the product page, FAQ and my receipt sent over email. NONE of them mention such a fee except for in their terms and conditions, line 9b. Am I really supposed to check through ALL of terms and conditions before making a monitor purchase?? Should I not be notified by either the delivery staff or during purchase?
I took this issue to their call center and they had an entirely different idea to screw me over. I was told my purchase is NOT even eligible for a return! Why? "Because it's an Open Box Item." I explained to them that I purchased this brand new and nowhere on my receipt did it mention Open Box item. I'm not joking, this is what they said: "You opened the box, right? That means it's now an open box item. Same thing."
WHAT??
I proceeded to calmly explain the difference between a brand new purchase vs Open Box item purchase. The rep refused to acknowledge this. I've since asked to speak to a supervisor to which they stated I'll receive a call from them sometime in the next 24-48 hours.
I'm not very optimistic about this whole situation. I SHOULDN'T even BE in this situation. What are my options if they refuse a return/full refund??
I've spent $10,000+ over just the last YEAR on Samsung products, majority of which was spent on samsung.ca. I can hardly believe the way I'm being treated here.
Hi, we certainly understand your disappointment and frustration on this issue.
As it is a order related issue, we request you to get in contact with our Live Chat support by visiting the below Samsung Canada Support site: www.samsung.com/ca/livechat You can also reach us through Text We Care (932273) for instant support
Please accept our sincerest of apologies for any inconvenience this matter may have caused you.
