topic Re: Re: Re: Re: Customer services in Samsung Shop

Customer services

Ginsing64 — Tue, 23 Jan 2024 12:31:23 GMT

The customer service options on the Web live chat are absolutely abysmal. Been bounced around everywhere and spoken to no one. Awful experience. All i want to do is a straight forward exchange and retain my deal in the time frame allowed. Can't speak to anyone and the FAQ'S ARE USELES. designed so you dont to speak to anybody that can help..grrrrrrr‼️‼️

Re: Customer services

oscarpops — Tue, 23 Jan 2024 13:30:45 GMT

How to contact customer services, ive tried on line for 5 hours yesterday and over an hour on the phone today. ?

Re: Re: Customer services

Ginsing64 — Tue, 23 Jan 2024 14:08:57 GMT

I've been bounced around the world to be honest. I did manage to speak to a very helpful sounding lady and hopefully she will be able to help. I got through on the phone after 45 minutes, whether that will solve my issue is anyone's guess really 0330 726 7864 good luck🍀

Re: Customer services

oscarpops — Tue, 23 Jan 2024 14:10:44 GMT

Thank you il try that number. Wouldbt mind but im trying to spend what i consider a lot of money on a phone

Re: Re: Customer services

Ginsing64 — Tue, 23 Jan 2024 14:12:55 GMT

Same here I made an error on the pre order I thought the memory upgrade was automatically applied. I just want to exchange the phone not lose my discounts

Re: Re: Customer services

Ginsing64 — Tue, 23 Jan 2024 16:07:40 GMT

How did you do after

Re: Customer services

RXM — Tue, 23 Jan 2024 16:10:53 GMT

Yeah I found it extremely difficult to talk to anyone on online chat recently. I needed to chat to a human but on the website chat it was just a bot directing me to FAQ's etc. There are 3 options to choose when I clicked on the chat bubble about what I was looking to get help with and in the end after going around in circles I choose an option that had nothing to do with my issue just to get in touch with an advisor.

Re: Re: Customer services

Ginsing64 — Tue, 23 Jan 2024 16:19:20 GMT

I went around the world with them. Very disappointing and to be told your discounts will go if you return an item is ludicrous. All it is is an exchange for god's sake. What happened to customer satisfaction 🤔 disappointed in Samsung to be honest. It does the state get 1TB for 512 GB price so why not the 1TB.

Re: Re: Re: Customer services

RXM — Tue, 23 Jan 2024 16:22:38 GMT

I got in touch with them for the exact same reason. Not sure if it's exactly the same but I made an order that was cancelled for 'security reasons' or something akin to that. I was concerned about what exactly they meant by that, but whilst I was there inquired about what would happen with theem codes I used on the order. They said they were unable to reinstate them. I was having none of it, the order was cancelled against my will due to no fault of mine. I asked what they would do if I had had a gift card or a voucher or Samsung rewards points attached to the order, they would also just not reinstate them? Said they would have someone look into it and get back to me in a couple of days and a few days later I got an email saying my codes were reinstated but no explanation as to the security reasons that caused the initial cancellation.

Re: Re: Re: Customer services

RXM — Tue, 23 Jan 2024 16:24:14 GMT

The 1TB is reduced to the price of the 512GB though?

Re: Re: Re: Re: Customer services

Ginsing64 — Tue, 23 Jan 2024 16:25:58 GMT

But I'm getting the 512GB. Anyway, they will right off all the discounts if I return it. I only want to swap not return the whole order.

Re: Re: Re: Re: Customer services

Ginsing64 — Tue, 23 Jan 2024 16:30:51 GMT

Oh, I'm really pleased for you , but it is ridiculous. I've always had Samsung phones mostly but this is very disappointing

Re: Re: Re: Re: Re: Customer services

RXM — Tue, 23 Jan 2024 16:33:02 GMT

Did you click on the 256GB and order that one expecting it to automatically give you the 512GB one then or am I not understanding? Anyway is the issue that they have dispatched and you can't cancel anymore, what did they tell you? You can cancel and reorder the 512GB and still get the discount up until the 30th. If you used codes that they are saying you won't be able to get back then keep talking to different advisors because I got mine back within a couple of days.

Re: Re: Re: Re: Re: Re: Customer services

Ginsing64 — Tue, 23 Jan 2024 16:42:58 GMT

I just placed order as it said get the 1TB for 512gb. I thought it was automatically done on a pre order.

Re: Re: Re: Re: Re: Customer services

RXM — Tue, 23 Jan 2024 16:44:14 GMT

I'm not boasting that I got mine back and you didn't, I know it's ridiculous and it was quite time consuming for me too to convince them that it was unfair for them to take my codes off me. I'm not defending them at all.

Just keep trying and you will likely eventually talk to someone who will help you out. My situation was slightly different to yours though, I had my order cancelled against my wishes. You want to intentionally cancel an order so you can reorder because you made a mistake during the ordering process. What Samsung needs to have is a clear policy or framework for what happens in these situations as it seems like C.S reps don't apply the rules on a consistent basis.

Re: Re: Re: Re: Re: Re: Re: Customer services

RXM — Tue, 23 Jan 2024 16:52:39 GMT

I think it's pretty clear though that the 1TB is reduced to the price of the 512GB and the 512GB the same price as the 256GB. Surely you can see that now. I will say that when they are doing these double storage offers they should grey out the 256GB option to make it crystal clear for everyone as nobody is going to willingly pay for the 256GB option when it costs the same as the 512GB option. Regardless I hope you manage to get everything resolved but posting on here is unlikely to lead to getting your discounts reinstated.

Re: Re: Re: Re: Re: Re: Customer services

Ginsing64 — Tue, 23 Jan 2024 16:58:01 GMT

I know it's too much bother very disappointing. Especially when they sud they'd ring back and haven't.

Re: Re: Re: Re: Re: Re: Re: Customer services

RXM — Tue, 23 Jan 2024 17:04:13 GMT

Try online chat. I can't remember what time they are open until, but that's how I got in touch with them when I asked to have mine reinstated. It's annoying I guess. What codes did you use on the order?

Re: Re: Re: Re: Re: Re: Re: Re: Customer services

Ginsing64 — Tue, 23 Jan 2024 17:06:41 GMT

The preorder, the case and screensavers as well as the £50 off so quite a chunk to lose. The online chat is s joke

Re: Re: Re: Re: Re: Re: Customer services

Ginsing64 — Tue, 23 Jan 2024 19:16:28 GMT

No, I don't see it as boasting I'm really pleased for you. It is nice to see someone gain something with a little persistence