Frustration with Samsung Z Flip 6 Pre-Order Experience.

[cheeseisyummy]

I’m feeling genuinely frustrated with how my pre-order for the Samsung Z Flip 6 has been handled.

I placed my order back in July, and here we are in late September with no updates on shipping. I attempted to cancel the order, but I was told it was already being processed and that they couldn't cancel it, but of course they reassured me that they were working might fast to get it me. After that, a customer service agent let me know that  I could get a price match if I placed a new order. So, I did, only to receive an email later saying the price match could not be applied until my pre-order was canceled, hee hee ha ha. 

To make matters worse, I was promised a promo code that never arrived. The new order came in, but I’m not willing to pay full price for a phone that should have been shipped ages ago, so I'm in the process of returning it.

After contacting another agent in the shipping department, I was assured that THEY have canceled my  pre-order AND AGAIN ... they let me know a promo code would be issued for the compensation, along with them sending me an email to confirm all of this... ALL OF WHICH WAS NOT DONE.  I'm really fed up with the mixed messages and lack of communication. This is my first pre-order for a Samsung phone... If I had known the pre-order would take this long, I wouldn’t have gone through with it. It’s frustrating to see that orders placed now ship out in just a couple of days while mine is still in processing.

Has anyone else experienced this? How did you manage to resolve it? Is this normal for pre-orders... because Jesus Christ Samsung get your customer service in check. I just want my money back at this point.

*Cries* Samsung be robbing me of my money without even shipping the ***** product. 

[BandOfBrothers]

Hello @cheeseisyummy and may I extend a Warm Welcome to the Samsung Community Forum Section for Uk and Eu Members 👋 

I'm sorry to hear about the delays you experienced with your Pre~Order , and some of the advice that was provided by Customer Services.  😔 

Unfortunately with launches of new Flagship phone's there can be subsequent delays.

Pre~Ordering does not guarantee a phone any faster, but does on occasion come hand in hand with a good Pre~Ordering deal. 

Samsung do provide Goodwill gestures for delays occasionally, which in my experience has consisted as an e voucher to buy an item from the Samsung Store.

To be honest if this was my situation I wouldn't have returned the phone , as I would have wanted it , with any Pre~Ordering goodies ,and I'd have waited that long for it. But I appreciate this is a personal choice. 

With Samsung typically a person can only cancel if the status of the order hasn't changed i.e you get a an hour or so to cancel from when the order was placed.  

After that timeframe it's a case of sending it back for a refund. 

A refund in my own personal experience can take upto two weeks. 

Yes Pre~Ordering a phone or placing an order for a newly launched phone can have delays due to supply and demand , which I can assure you isn't just with Samsung. It's with all Manufacturer's and Networks alike. 

I think most people understand that things can go wrong, but then it's what is done to put this right that instils confidence back into the brand and product. 

I hope this experience hasn't put you off from Ordering again when your ready as this isn't always the shopping experience provided by Samsung. 

I've purchased many phones directly but what I do it wait until the Pre~ordering timeframe has finished, and then a few weeks later ,or when Samsung have put on a new promotional item connected to the phone I then place my order. 

If i can be of any further help please don't hesitate to ask  😎 

[JAMES4578]

@cheeseisyummy  I appreciate that this has been a frustrating experience, however at times there can be  delays with pre orders of flagship Devices which is a very busy period. That being said customer service seems to have fallen short  with the mixed messages, there is usually only a short time frame to cancel orders though.

[cheeseisyummy]

Yea... customer service def fell short in many aspects. I get the delay with pre-orders, but this long... that's kind of wild. Not a great look on Samsung.  Let’s hope they get it together before Christmas  hee hee ha ha! 🎃. In the meantime I'm going to try and cancel this  pre-order :). 

[cheeseisyummy]

I appreciate your insights . It’s surprising that we’re nearing October without any updates regarding this pre-order, which understandably raises concerns. While my experience with standard orders has been positive, pre-ordering has proven to be quite frustrating. Customers shouldn’t have to approach pre-orders with hesitation or anxiety about long wait times. Nor have to wait to order pre-order phone after the pre-order periods. The handling of this order has certainly not met expectations, and it’s disappointing that customer service has not provided the support needed during this process. 

Additionally, I chose not to proceed with the order because it was not price matched. I’m unwilling to pay a higher amount compared to the promotional deal associated with the pre-order. While I am still interested in the phone, the handling of this situation by Samsung has been disappointing. I’m now considering purchasing it on Black Friday, especially if the pre-order does not ship by then.

Thank you for sharing your perspective. As commented in the previous response. Let's hope they get the pre-order together before Christmas lol. In the meanwhile I'm going to make it my mission to cancel this pre-order. I aint got time to be waiting this long for a phone. 😴