Today i received my Book Pro that i pre-ordered.
I have purchased multiple items over the years and all bar my TVs have always come nicely presented/ additionally boxed and really gave the impression from packaging alone that you have a premium product and also one that was protected in transit.
Not today....
The laptop came in its original box then placed in a plastic DPD bag. This meant that not only did the bag had several holes in through transit, but so too did the box.
Not great but worse to come........
I called Samsung, asked could i travel to a store for a replacement but i was told no.
Then i was told that i would have to wait two weeks for a return with timescales below:-
Collection would be in two days
Allow three days for return
3-5 days to inspect item
They would then refund the item
Once refunded 3-5 days they would then order new item
If in stock this would then take again 3-5 days for delivery.
I get that some companies cant take stock from a store if placed via the internet but why cant they offer a simple swap out at the door.
Also ans perhaps more importantly, why cant they package a £1500 laptop sufficiently to reduce risk of damage in transit.
When speaking to Samsung i asked the advisor to speak to their manager about the concerns of getting another laptop shipped in the same way, she proceeded to blind transfer me to another department who i explained the whole saga again before being told they could not help and had no access to the systems required.
Premium service from a premium brand......... not at all!!
The saga continues...... i ring back the online shop and after 15mins of arguing they finally agree to transfer me to a manager which was done after a further 10 minutes on hold waiting
Manger informed me that the only other thing he can do is ask for a doorstep swap but he wont know until Tuesday/Wednesday which maybe declined.
As an emergency worker it is so frustrating that this now impacts not just on my days off but now having to deal with fitting in around my work.
I even offered to go to a store and buy a second item and wait for a refund if he could provide a voucher for my work discount that i am entitled to, which he said was not possible.
So laptip arrived at 09:26
called at 09:48
Ended call at 12:11