Update regarding Galaxy S22 and Tab S8 shipment delays

[Samsung_Ben]

Hey Samsung Members,

We are aware that many customers are experiencing shipment delays for specific models, and we wish to clear up some confusion regarding this.

Demand for the Galaxy S22 and Galaxy Tab S8 series of devices have reached a record high. Due to this, our retailers are having difficulty keeping up with orders. We are currently awaiting another shipment of devices from our manufacturers.

Your feedback is valuable to us. Our customer service team is working hard to ensure that every order is fulfilled as quickly as possible. All pre-order gifts and promotional items are guaranteed and will be delivered along with the devices as soon as inventory is made available.

If you have any questions or concerns, please don't hesitate to reach out to our customer support team.

We truly thank you for your patience, and apologize for any inconvenience this delay may have caused. We understand that you're excited to receive our latest Samsung Galaxy devices. We greatly value your support, and we will continue to monitor and update you on the situation as we learn more.

Sincerely,
The Samsung Members Team

[Zahne]

It's not hard to estimate an exact arrival time when you are the manufacturer.

[Canadian-Steph]

I'm sure some of the customer service reps are great but from my experience this week & yesterday especially, I have yet to find one that's even slightly helpful. It's been 4 weeks since I pre ordered & like everyone, I haven't received one update at all on where my phone is. According to my samsung account, it was supposed to come by  the 15th. No phone. No email. Nothing. My accounts been sitting at "on the way" for over a week now. I tried contacting cs thru Facebook & was told someone would get back to me...never happened. I sat on live chat for 4 hours 4 times this past week just to have my chat disconnected because I didn't reply mid conversation to the agent within 5 measily minutes mid conversation after another 2 hour wait.. so instead of putting me off to wait more hours again, they make me completely start over!! My last attempt, I clearly stated my question, supplied my order # & personal info only for it to be completely ignored, not answered & for them to tell me they had to disconnect once again. CS couldn't even acknowledge my clearly communicated question??? Why? All the chat history was there..my last response was my question..💩

I get that it's not CS's fault theres delays, but it their job to give customers solutions. This entire experience has been absolutley rediculous. Why would Samsung even offer a pre-order if they didn't even have the product available? & now with so many upset customers still waiting, one would think Samsung would at least provide courtesy email updates to notify us of what's personally going on with our orders but we get nothing. Obviously we're flooding your live chats, phones & forums & the majority are pissed not only at the wait time & seeing non pre-orders with their phones begore us, but more so at the lack of status updates & being left completely in the dark after spending $2000. 

I'd love to see how happy the CEO at Samsung would be if they pre-ordered a new sports car & then got told "oopsy, we don't even have any made yet so it's gonna be a 4 week wait" & then after 4 weeks get ZERO UPDATES on the status of their order that still hasnt arrived while watching the CEO's of Apple, Google, etc already driving around in the same sports car that they didn't even pre-order.

Samsung needs to make this right with its customers who were affected by their false promise that pre-ordering meant something & they need to start updating people on where their phones are & how much longer its going to be.

It's the right thing to do & the only thing that going to stop customers like myself from switching to the competitor once the lustre of this phone wears off.

[Andycap84]

I really find it appalling that you can't fulfill pre-ordered shipments. I ordered my S22 Ultra on on February 9th. It said it would be here on March 3rd. It's now March 12th and it still says processing. I contacted customer care and they told me it will now be 7 weeks from the date ordered. Pre-ordering a product shouldn't have such long delays. Samsung should have stopped filling pre-ordered products when they noticed they can't fulfill the orders. I'm seriously thinking of just canceling my order. This is unacceptable. I was with Apple for many years and have never had this issue with them ever. You should be compensating customers.

[Samsung_Ben]

Hi @Andycap84, we apologize for the frustrating experience this delay has caused for you. We will escalate this feedback for future pre-order processes. In the meantime, if there are any particular orders you are concerned about, please reach out to me via Direct Messages. Thank you for sharing your experience.

[Aminoooo]

What do you mean that you will escalate this for future pre-orders? Why don't you fix the ones that were already made? What I say you Ben, I mean Samsung. I know you are some guy in their Communications Department trying to deal with the screw up of other departments.

[Satvinder91]

Well I guess its good that the demand went up for s22 series but one thing I still find surprising that people who have preordered the phone are still waiting while other companies like BestBuy, Amazon and Walmart they already go the product for sales and in the colors that you wanted too, but customers who have ordered from samsung directly are being screwed over. I guess it clearly give the message out not to buy from samsung directly go with mobile carries or amazon fo rquick service.

[brandanct]

100% Samsung failed their customers HUGE on this release. Their policies and procedures are archaic, and need fixing. I'll never order from Samsung again.

[CharmaineK]

Yes! I was afraid to order through Amazon. I asked if Samsung price matched and was warned not to buy from Amazon and made to think I would get a "fake" device. I paid 349.99 for the Samsung4LTE smartphone and the Samsung Store through Amazon is 279.99. Same description except says Gold, not Pink Gold. The sales person did her job, she convinced me to purchase from Samsung, she got the sale, but I still haven't received my device. 10 days.

[cpy138]

I contacted customer service well over a week ago and no one has bothered to reply. It is sad that you can get the product into the stores yet those who order direct from you cannot even be given correct arrival dates or updates. this was to be my first samsung, looking like I should be looking at other phones. I am also really disappointed that there has been NO direct communication to the direct buyers yet I keep getting emails asking how I like it and telling me to buy more. Like I will buy more when you cannot get anything to me. Very sad and a marketing disaster but as others have said it doesn't seem to matter.

[Samsung_Ben]

Hi @cpy128, thank you for bringing this to my attention. I have notified the customer service team, and hope to provide quicker responses to customers in similar situations. Unfortunately, the shortages in supply make it very difficult to provide exact estimations, however, this issue has been escalated and we are doing our best to support everyone. Please feel free to reach out to me with any additional concerns. Your feedback means a lot.