Z Fold 3 5G Preorder Gift Not Yet Received

[EnderPeter]

Hi guys,

Here is Xin from Netherlands. I preordered the Samsung Z Fold 3 5G on Samsung Netherlands Web-shop.

It is said that preorder gift (cover + pen + adapter) would be sent out from 26th August. 

But until now I have not received anything.

I called support multiple times and they just told me it is prepared to be shipped.

Just want to check if this applies to everyone?

Best,

Xin

[Patrick]

Hello Xin,

Can you post your registration number here?

[EnderPeter]

Hi Patrick,

Thank you for reply. I did not register to claim the pre-order gifts: Customer support told me I did not need to do anything as I put the order directly from Samsung NL Web-shop so all gifts would be sent to me directly.

I did check one registration page. And it stated that registration process only applies to orders put in other channels except the Samsung Official Web-shop.

My order number is: NL210818-21014200

Best,

Xin

[fold3ultra]

Hi Xin, 

Was in the same situation as you. At the pre-order (in the bill) it states the gifts will be send automatically. Since I've got some (bad) experience with pre-ordering, I contacted the support to verify this.

Turns out you need to register your pre-order on a special page, takes like 5-10min since you need to make pictures of the box/codes. You can contact them easily through WhatsApp and they'll send you the link. 

Also be warned; 6-8 weeks before you get the gifts. *I'm waiting 3 weeks after registering for the gifts. And they "received" it but haven't started processing yet. 

[EnderPeter]

Hi Fold3ultra,

Thank you for the reply!

It is really annoying such a information gap is between preorder process and what really went on... And everytime I reached out to customer service, they come out with excuse different (they never ask me to register...).

I will try to register now and if gifts come that late, may consider return the phone.

Best,

Xin

[Tessa]

Good afternoon, Xin, @EnderPeter,

I can imagine it's confusing to hear different things. In this case, @fold3ultra information is correct, you will need to register through our promotional page; https://bit.ly/3zcD0mG

Did you manage to do so? Let me know 👍

[EnderPeter]

Hi Tessa,

Really appreciate your answer. 

What is really making me upset is that I did encounter this page before. And even now, you can see this on the link you shared:

This makes me wonder, should I register or not. And when I called the customer service, I was told no need to register at all.

Really hope Samsung NL could fix this mess (at least remove that misleading information on the page or made a statement on Web store that registration is necessary) and do not jeopardize good product with poor after-sale customer experience. 

Best,

Xin

[Tessa]

Good morning Xin, @EnderPeter,

I can imagine it's very confusing and I have to take my words back a bit. You do not have to apply through the link!

Normally when you order through our website the promotional items will be added to your cart right away, however there are some exceptions where it's organized a bit different. In this case the text applies still and doesn't have to be removed. I just contacted our shop department for confirmation and they told me that there's a handful of orders where the promotional items weren't added to the cart. They are aware of this and already have a list with the orders this applies to and we will send the promotional items once we have them in stock.

My sincere apologies for the misinformation and confusion, I have to admit that I made the wrong conclusion. Normally when items are not added to the cart it means you have to apply for it, which is why I said it.

In conclusion, at this moment you don't have to do anything, we will make sure the promotional items are being send to you 🙏

If there's anything still unclear, let me know!

Greetings,

Tessa

[fold3ultra]

Thank you Tessa, your answer should be pinned on top of all the "pre-order gift" topics. 

Now we can wait in peace, knowing that Samsung is working on it!

[Tessa]

You're welcome and keep enjoying your new phone 🙌