I've decided to return my S21 Ultra due to the abysmal battery performance it was giving me. 3 Weeks later, Samsung have yet to refund me and every time i call them all i get is that they are sending an urgent email to their logistics team. They acknowledge that they've received everything back they just haven't processed the refund.
Does anyone have any advice on getting things moving along based on their own experience? any particular phone number or email address that might work best?
Sorry to hear that. Did you buy and receive directly from Samsung or through a carrier ?
Hope you get your refund soon. I expect that any return needs to go through a full inspection process back at Samsung... I don't think this is unreasonable, and the same as any other manufacturer that receives "used" item returns. It is also likely this same process will have to be carried out with your buds etc... which you likely opened and used, or at least tried.
To be honest, they are likely still dealing with cases of shipping new products...some people are still waiting S21 ultra in bespoke colours etc... as well as receiving back some handsets from those users that were unwilling to wait for a few updates, and were very quick off the mark to send back their handsets after only a week of usage from new. If you have already been waiting a refund for 3 weeks already then it is clear this was sent back within only week 1 of receiving a pre-ordered delivery.
For info, the battery has improved massively over the past few updates, and continues to improve. I think most users that have stuck by Samsung with their S21 ultra's do not have too many complaints now. Software tweaks and improvements have made this a great handset.
Hope you get your return resolved soon.
thank you all for your responses so far. I paid with a Barclays debit card directly on the Samsung Online Store.
If you call them you do get an automated message saying refunds/returns can now take up to 10 days to process because of COVID but sadly it's been just about 3 weeks for me.
I am just about short to calling my bank and asking for a chargeback (which i thought only existed for credit cards but also seems to exist on VISA debit cards).
The whole process at Samsung just seems to be completely abysmal and not returning over £1000 of funds to people for this long is not acceptable.
Sorry to hijack but it is related. You mention to speak to a team manager but I've had no success getting the phone operators to pass me anywhere. Is there a specific way to get them to pass the call on?
I'm awaiting an exchange for a faulty S21 and they've confirmed they received it but can't see why a new one wasn't posted and just keep saying they'll email logistics like the OP.
I'm on the Upgrade Programme too so still paying and have no faith this will be solved soon.