Still Not Received My S21Ultra

[lemontop]

I ordered a S21Ultra 256gb from the Samsung Store on the 3rd of February but still haven't received it. When I ordered it it was out of stock, and the first available delivery date was the 18th February. That day has come and passed, Still no phone. The help line tells me they have stock problems, even though its still in stock on the web site. Anyone else going through this crap. 

[Whittall1]

Have you got access to their script?!

[lemontop]

Feel your pain. My direct debit first payment is the 28th February. I may not even have my phone by then.

[Members_bJDzWhr]

I am in similar position , ordered S21 256 gb  Ultra Black (IN STOCK!!) 2nd Feb Slected 22nd Feb as  day of delivery .Order tracker been showing as order placed since that day. Contacted them last week through live chat and was advised order was on track for delivery on 22nd and usually did not update until day before dispatch. Now at home (After booking day off) waiting for a parcel that has not been confirmed as actually being delivered today!! Absolutley no correspondence from Samsung to date highlighting any delay to my order . Emailed SHOP to receive automated 10 day expected response estimated "Please use Live chat for urgent issue" Online chat cannot help with SHOP or cancellation of order enquiries they clearly only act as trappers to lure others into this inescapable take your money loop. Some correspondence would be nice Samsung! What is happing with my order ?

[Members_bJDzWhr]

At least you appear to have been able to speak to someone!! I have been holding for two hours to get in contact with SHOP . SHocking service SAMSUNG. Clearly Illegal to sell good as being in stock  with a confirmed shipping date when they are not. This is entrapment!.

[Whittall1]

Your pattern of events is almost identical to my ongoing experience.

Only difference is I havent booked a day off!

Seriously though its almost impossible to have communication with them.

Also I know how this sounds and I do sympathise but when you call the "help" line you get put through to an advisor that struggles to understand and on top of that the line quality is so poor that its difficult to hear them. I had to speak to Apple about my sons phone and it went as smooth as can be expected so dont tell me its about Covid etc. Poorly managed and almost impossible to contact.

I really love Samsung products but my god they will certainly lose customers !

[Whittall1]

To be fair I usually get through within 10 minutes and trust me I have phoned them at least 20 times over the past week. However none of the information they have given me in each of those calls has been accurate. It reall is farcical.

[lemontop]

At last. Preparing dispatch.

[Whittall1]

Me too!!

[Whittall1]

[Snapper99]

Kind of yes, I bought a S21 Ultra 512GB in phantom black along with the smart view clear cover with s-pen as part of the pre-order. Delivery went well with it arriving on the 28th, I registered it on the 'my devices' part of the site, put it in the protective cover/case and used it for 3 days (great phone btw).

Now, after three days use I found that the cover had scratched the screen down one side (the cover is defiantly not very protective!) so I ended up ringing Samsung Shop on the 31st Jan for advice and discussed the matter with the representative who told me to send it back for replacement with a turn around of 3 to 5 days and she also arranged for it to be collected and set the request priority as 'urgent'

Phone was picked up on the 2nd Feb 2021, i tracked the parcel all the way back to the warehouse via DPD. I have the delivery receipt (had to go find that myself online) and with correspondence from Samsung that was the last I saw or heard of it.

Not having heard anything for 2 days (not even a we got it and are looking at it type email) I looked on my account to see if anything was there, nothing the device had been de-registered and wasn't showing at all.

Tried contacting through the live chat, waste of time that was... It just defaulted me to the sale page and tried to sell me a phone!

Next step was to ring, got through eventually (very poor line) only to be told they hadn't received it back, that led to an interesting conversation and me sending screen shots of the delivery receipt etc before they acknowledged by email that yes it was there and requested 3 to 5 days to sort it out. Also they set the first request 'solved' and gave this request a priority of low.

Next correspondence was to inform me that the phone was now out of stock...  Would I like another colour?  Err no! I ordered the black one, because I wanted a black one drr...   Informed that I would be sent one when they are back in stock, replacements are classed as a priority over new sales and would be kept informed. Oh  they also set the request to solved and priority low 

Now, as a remote means of monitoring stock, I signed up to the stock alert system for that particular Phone model and finish....  To date I have received at least 4 stock back in alerts yet when checking (within minuets or receiving the alert) it shows.... OUT OF STOCK, but you can have a silver one or one of the other magic colours if you so wish....

So we are now 22 days and counting from the first contact...  Not a happy bunny so to speak and patience rapidly running out... 

And yes, I do get the covid WFH thing etc, been doing the same since it all kicked off last year apart from the days when I have had to go in, it was weird being the only driver on the M4 at times!