Original topic:

Waiting on contact from "high priority" team for 3 weeks about my order

(Topic created on: 10-26-2021 03:50 AM)
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kateby
Beginner Level 2
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Have been contacting Samsung every day for 3 weeks regarding my order placed on September 7th 2021. 7 weeks and still says processing. 

Support tells me they are escalating my case every day and that someone will contact me in 24-48 hours because they have no idea why my order is not shipped. 3 weeks with no contact from their "high priority team" after many escalations. 

Have also been waiting for a refund on the phone I ordered and cancelled (due to the shipping delays) for 6 weeks. Have the cancelation confirmation but no refund. 

Want to cancel my order but since I won't be refunded anyway whats the point?

Samsung offers NO support once they have the money. 
4 Comments
PaymanHamdard
Active Level 1
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What hav you ordered, dude?
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kateby
Beginner Level 2
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I have a S21 and buds, and was in the market for a new laptop so I ordered a pro360, a new watch, and a charging pad as well. Due to the terrible customer service I cancelled the entire order and won't be switching to a Samsung ecosystem.

They offered 0 compensation for 7 weeks of being told to be patient with no intention of fulfilling the order. My next phone won't be a Samsung that's for sure.
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Valeriya
Moderator
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Hi kateby, we are sorry for the inconvenience caused.

Could you DM us the order Id? Log in to the web version of Samsung Members community Canada (Link: https://r1.community.samsung.com/t5/community/ct-p/ca-community ) and click on the Message icon at the top right(Samsung Members) >> Inbox >> Reply to the DM(Direct Message).

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kateby
Beginner Level 2
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Yesterday I decided to call customer service until I could get an answer. After 3 weeks of contacting customer service, I finally found 1 employee who could answer me.

As it turns out, due to the switch between Windows 10 and Windows 11, my laptop was no longer "available" and I had to cancel that part. They wanted me to reorder the Windows 11 laptop at an increased price due to Samsung's terrible customer service and order processes.

Instead I cancelled the entire order (watch, charging pad, laptop) and will no longer be switching to a Samsung ecosystem due to the terrible customer service I was subjected to over the last 7 weeks.

It took contacting customer service 5 times yesterday before someone could tell me why my order has been in purgatory for 7 weeks. & God only knows how many times I contacted customer service in the past 3 weeks.

If I listened to them I'd still just be waiting as I was asked to "be patient due to warehouse delays".
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