29-11-2022 02:52 PM in
Can anyone advise me on this,
I ordered a phone phone samsung site and got next day delivery, when arrived the packading from courier was fine no problem, open package got box ou that contains phone and on both sides was factory sealed, not double sealed or anything so it wasn't tampered with whatsoever, when broke seals and opened box no handset was included just cable, contacted samsung instantly and reported this, the lodged a investigation and about 2 weeks later they rejected claim saying cctv footage of phone being packed was looked at and they seen phone being packed, what does this exactly say? as if they see the footage does it show handset being picked and put in box and then being factory sealed then packed and sent out? as if this is the case then why no phone in box? they also reject to send you a copy of the footage of how phone was packed even though you say just blurr out the faces so people can't be identified, I need to try understand what happened here as contacting samsung customer service is a nightmare and they don't know anything nor can confirm exactly what was seen in footage apart from phone was packed and sent out, even speaking to a manager who contacted investigating team say this but this dosent answer how box was empty, if they actually seen a brand new phone being put in the box and then factory sealed on both sides why don't they just say so just contacted warehouse team and seen phone being packed
29-11-2022 04:42 PM - last edited 29-11-2022 07:57 PM
29-11-2022 05:21 PM in
No It definetly wasn't courier package was sealed and perfect condition no problem there, box containing phone itself was factory sealed on both sides by Samsung but no handset so it samsung not dpd
29-11-2022 06:24 PM - last edited 29-11-2022 06:26 PM
Most courier companies weigh the package so it might be beneficial to see if you can find out what they say it weighed as this would be an indicator if a phone was inside or not.
I appreciate you've taken this up with Samsung but you could also raise a claim with the courier company too.
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29-11-2022 07:09 PM in
Funny you should you should mention this mate, this is how messed up the situation is, samsung keep on saying they are sure the phone was in the box and they've rejected my claim and now I paid £1067 for a empty box with a cable, they refuse to tell me what the whole weight of the total packade is stating its confidential loool, I paid for this and its non of my business what the weight is what they imply, I've made over 20 call and the customer service are awful beyond words and repeat like robots 2 managers say that investigation is complete and that's final and they can't overturn the decision, called Dpd many times and they say samsung put Dow weight as 0.6KG (600 grams) and that it wasn't put on their scales so they don't know actual weight, even my local depo who delivered it to me say the same thing, I'm left paying a bomb for a box and cable as samsung are trying to say that on cctv footage it shows handset being put in the actual box with the cable and then got factory sealed on both sides, I asked to see this footage myself but they decline, putting a phone in the box with cable and sealing both sides sounds like that what they do with refurbished phones, this was brand new and I don't know what to do about this, therse no way to find out how they actually packade brand new phones but they make it sound like they keep new phones stacked out of the box on shelves and then put them in the box as you place order then factory seal them and create a imei number for phone at that moment and send it out, they've robbed me and I don't know what to do
29-11-2022 07:32 PM in
I've also asked to speak with the team who lead this investigation but they say this is not possible, they say that the results get passed on to customer service team and then they email the result to you, I want to ask many questions about this investigation but customer service shop team only know what they are told, they won't let me speak to the investigation team and refuse to send me any evidence whatsoever of their investigation, the handset itself weighs 228 grams as it even says on their site on specs, why they would sent out a weight of 600 grams I don't have a clue and refuse to say the actual weight saying its not revelant to the matter as investigation is complete, shows not even they actually weight it themselves
29-11-2022 11:04 PM in
Does anyone please have any idea how I can challange this robbery from samsung? I paid alot of money and am completely gutted by this from them, I would really appreciate any help on how to challange this as I don't know what to do
01-12-2022 05:31 PM - last edited 01-12-2022 05:36 PM