Most appalling service !

[Members_FX5ziMW]

We took out two S23 ultra contracts. Beginning of August. We received the phones with huge problems. After consultant tried to help with no resolution, we were told to return them. We did the following day, for replacements we were told. Samsung received them. No word on replacements,after nagging for some time. We get told the ones we sent were fake and they want the originals or we won't get replacements. I mean seriously. I'm so livid. The phones we received are ones we returned. Not our fault there must be a break in their dispatch or delivery. To be ACCUSED 😡. Bearing in mind they have already taken their first installment of £100. Nearly end of September and still no resolution or replacements. No one can help. I've contacted them so many times, u either avoided or you diverted or dealing with consultants that have no access or knowledge to anything. No management help either. Absolutely nothing. Next Installment is soon and still no phones. It's DISGUSTING, THE SERVICE IS APPALLING,THE CUSTOMER ASSISTANCE IS NON EXISTENT. I never thought A Major company like Samsung could treat their customers like this. Especially after I've been with them for 16 years. 

#disgusted #samsung #disappointed#worstcustomerservice#appaling#nosolutions#angry

[Members_FX5ziMW]

Honestly I've been trying since 5 August.

[smiley]

Did you opt to collect the phone in a store or was it delivered directly by courier ?

DPD are the courier that Samsung use for UK shipments. So was it DPD ?

Actually sorry I should have asked... are you UK ?

It does seem that someone has done a switch along the way and benefitted ... as samsung wouldn't ship fake goods...

I do hear you with the customer service... it is quite well known on this forum that the customer services are sometimes not a great help 😑

Even without the phone you should still have the identification IMEI recorded on the paperwork.

Ask Samsung to confirm the IMEi on the phones you sent back to them.

[Members_FX5ziMW]

Yea delivered by DPD. Partner said no forms were delivered with it.  I am based in the UK.

I believe Samsung won't give fake goods. Why we went directly through them. I love Samsung products have used as much of their goodies I can over many years.

I get it from their point. But to have those allegations,  really angers me especially  when I know I would never do such a thing. Yea Customer support is awful. I love photography and I wanted this phone specifically for the camera. Im going overseas in November and wanted this phone instead of carrying my canon. The installments are a lot for me. But ***** I thought it would definitely be worth it. Honestly I just want to cry over this whole fiasco. 

[AshS23ultra]

This sounds absolutely horrendous and I feel for you. I had this problem returning an iPhone to amazon and its the most stressful situation to be in. Those phones have been stolen and dummies have been put in the box for sure. There is no reason for this not to go through. Just keep on at them and accuse them back. Say my phones have now officially been stolen by you (samsung). They should soon get pi ssed off and help you out. Had to do this exact same process with amazon. Luckily I ordered my s23 ultra through samsung and it all went fine. Really shocked by this story. Enough to put you off buying a phone. Just wish samsung did as many stores as apple does with the same services as I would always go to store if I could.

[AntS]

Hi @Members_FX5ziMW ,

We'd like to look into this for you. Can you send a Private Message with your name, contact details, reference numbers, and any other info you might think is relevant to our Sam_UK profile on here: (https://eu.community.samsung.com/t5/user/viewprofilepage/user-id/1716597)?

Guide on how to send a Private/Direct Message here if you need it: https://eu.community.samsung.com/t5/samsung-lounge/how-to-send-a-private-message-on-the-samsung-comm... 

[Members_FX5ziMW]

Someone contacted me today, after I emailed a CEO link. Lovely person, Took all the time to listen and reviewed all the chats, emails and calls. Has apologised on behalf of Samsung for the terrible service we received. Also agreed that it was handled in the incorrect manner. And the responses we received were not the way to handle the case. I am truly grateful to this person for extending a hand and time towards this. Looks like it maybe resolved by Monday latest. 

Can't thank this person enough. 

[AntS]

Sounds good, @Members_FX5ziMW. Let us know how it goes.

[JAMES4578]

@Members_FX5ziMW  glad you got some satisfaction and recognition that you had a bad experience,hopefully it will be resolved very soon.

[JAMES4578]

@GusB Whilst looks like the case is on the way to being resolved, just to point out that @SocietyGirl is actually  the Community Manager.  Superusers are now known as Samsung Members Stars.

[GusB]

Good to hear