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S24 Cashback site is impossible to complete

(Topic created on: 18-06-2024 12:45 PM)
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Cubes
Journeyman
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This is how the website works in order to claim the cashback on a newly purchased S24

Samsung: Please upload the invoice and a picture of the box
Here is a single upload box where you can only upload the invoice.

User: Hey, how I can upload the photo as well? There's only one box
*Clicks proceed* because that's the only option

Samsung: Sends email -> Oh we're sorry, we can't give you the cashback because you didn't upload the photo. Please click here to rectify.
Here is that single box again where you can upload the invoice but not the image

User: ... ??
Let's contact support -> WhatsApp -> Describe the issue -> Wait 24 hours -> No human reply.

 

1 Solution


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Solution
Cubes
Journeyman
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Sorted. If you post twitter screenshots of days of whatsapp monologues without reply, they search for your name in the list of other people being ignored and contact you.

They confirmed the promo is indeed broken and asked to try again by the end of August.

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16 REPLIES 16
AndrewL
Moderator
Moderator
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@Cubes: I'm sorry to hear that you're having some issues with your cashback claim. If you purchased your Galaxy S24 between the 05.06.2024 - 02.07.2024 from a participating retailer, then please contact the Promotions Team via the link below, and an advisor will be able to look into this further for you, and provide support for your query. 

https://samsungoffers.claims/sam/aicashback/en-GB/support

I hope this helps. 

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Cubes
Journeyman
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Thank you Andrew,

This is a belgian promotion and my claim number is in a different format than what is described on the UK site. Should I try to contact UK support? Why can't I contact Belgian support?

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BandOfBrothers
Samsung Members Star ★★
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It's because you've posted on the Eu / UK section of the Samsung Community Forum @Cubes 

Yes, you'll need to contact your own regions Samsung Support. 


Daily Driver > Samsung Galaxy s²⁴ Ultra 512Gb ~ Titanium Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "

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AndrewL
Moderator
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@Cubes: I have looked into this for you, and I am unable to see a cashback promotion attached to purchases of the Galaxy S24 series on the Samsung Belgium site. 

https://www.samsung.com/be/smartphones/galaxy-s24/buy/

In this instance, I recommend contacting the Support Team in your region, as they are best placed to shed light on any active promotions, and direct you to the relevant Promotions Team. 

https://www.samsung.com/be/support/contact/#contactinfo

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Cubes
Journeyman
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But you just keep sending people in circles.

I get an email that the the request has been denied because of a missing photo. There is no way for me to supply you with that photo.
To get help there's a link in the email: https://www.samsung.com/be/support/#contact

That link then refers to either WhatsApp (which is a ghost town, and there are no real people answering) and the eu Samsung community aka here.
So I post a message here and you send me back to regional support. There is no regional support. Regional support refers to this community.

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Cubes
Journeyman
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New reply since you edited your post.

This is the promo
https://www.samsung.com/be/promo/promo/?id=CK7W8MEUQCRE5

 

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Tourbillon De La Vie
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Screenshot_20240618_181350_Samsung Internet.png

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Cubes
Journeyman
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Thank you.

Just to summarize:
Your registration form is a missing an upload field which makes it impossible for users to send an image.

The response email, which you can't reply to, sends people here to this community where existence of the promotion is denied.
The whatsapp support is unmanned.
Now you are referring me to a telephone number, which is the only way out of all of the contact options which will not allow me to send the picture in question regardless.

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Tourbillon De La Vie
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Think out of the box and talk to someone in support. Or not 

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