Original topic:

Advice for Australian consumers....

(Topic created on: 10-23-2022 04:41 PM)
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sasha16
Active Level 2
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Wearables
Advice for Australian consumers.... if you are having difficulty getting your refund from Samsung online please contact ACCC and report the issue so that they have it on file. Then contact NSW fair trading and submit a formal complaint for assistance. 

If anyone else also having difficulty and would like to take this to the news media, please comment below. I would love to know how many people are going through the same and bring it to A Current Affairs Attention.

7 Comments
SamsungLaura
Moderator
Moderator
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Wearables

Hi @sasha16, I am sorry to hear you had difficulty receiving your refund. At the current stage our team are still looking into the case mentioned in your previous post and will get back to you with an update when they have more information. 

sasha16
Active Level 2
Wearables
Hi @samsunglaura, I know... this is the exact response I keep getting from the e-commerce team. No updates have been made as they are 'still looking into the case'.
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thesyaf
Beginner Level 2
Wearables
I'm not having refund issues but repair/communication issues.
Basically every single support channel has promised escalation and call back, but no one ever does.
Can you share the information required to make Fair Trading complaint?
sasha16
Active Level 2
Wearables
Yes, ypu can lodge a formal complaint on the fair trading website
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Coco6363
Beginner Level 2
Wearables

I ordered a tv directly from Samsung online store. I received the TV and noticed that this was not the TV I ordered. I called them on a daily basis for about a week, and they apologised and said they would pick up the tv and send me the correct one, I had paid for. To cut a long story short, the picked up the tv 8 months later where by this stage didn’t want a replacement, but just a refund. Spent hours and hours on the phone. Anyway, I have been waiting a month for my refund and still haven’t received it. They tell me I will receive it in 7 days every time I call them but last week I was told 21 days. I have paid 9 months of interest on my credit card whilst still waiting for my refund. Is anyone able to help me. I speak to different people every time I call offshore. I am going crazy trying to just get my money back. I will never buy anything from Samsungs online store again. Dealing with such a massive company, where they don’t even have customer support in your own country. I even called Sydney and the phone diverts to again the offshore country they use. That’s just disgraceful and am totally shocked that they even are allowed to do this in our country. 

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sasha16
Active Level 2
Wearables
Go online, to the samsung website. right at rhe bottom of the Page is 'support'. Click on that. Then an9ther click to 'email CEO office'. It took a while but I finally got my refund. A representative from Australia will call you. Make sure you keep a diary entry of your conversation and what they promise you.
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SamsungClaudette
Community Manager
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Wearables

Hello @Coco6363

I am very sorry that you are having this issue. I would really like to look into this for you. If you could send an email with the below information filled out, through to members.au@samsung.com I will have this issue personally escalated for you.

Subject Title: SamsungClaudette - I have paid 9 months of interest on my credit card whilst still waiting for my refund <----Please post this in the Email Subject as well as your community Handle.

Customers Name

 

Online Name

 

Email

 

Contact Number

   

Preferred Call Back Time

 

State

 

Model

 

Serial Number

 

Product Issue

 

 

Kind Regards,
SamsungClaudette

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