I have been a loyal customer of Samsung for a long time. I have ordered a Note 20+ 5g Ultra in Nov 2020 online. After receiving three damaged/used/unpacked devices, I made complaints and received 2 reference numbers. despite initially promising to me that this time I will receive a brand new unused phone, Samsung finally rejected my request to send a Brand unused/undamaged/ new device, due to exceeded number of deliveries they made (3 times). They instead asked me to get the refund and re-order, and also offered me some small amount of compensation in the form of vouchers. I asked them if I can get the same phone with the same price, but they did not answer and left me in limbo, because the price has now been increased £1179 for the same phone which I paid £929 at the time of actual purchase.
Spending hours and hours of my time , I made several calls and sent numerous number of emails, the latter mostly went un-responded, asking about Samsung next step of complaint procedures.
I have paid for the device for about two months; yet I don't have my phone and even worse, the new model is about to be released. I am badly frustrated' My last comprehensive email dated 13th of Jan 2021 is un-responded and don't know what to do.
Any suggestion/ advise or knowledge about what is the next appropriate step to proceed with my complaint.
Shall I gather all my evidence and approach Ofcom or ombudsman.
Many thanks in advance
May I assume you purchased the phone directly from Samsung UK?
If so and if you don't feel the front line agents have helped you to resolve this then there is an online form that goes directly to the Samsung CEO department. Google for it.
I needed to use this when my refund of my N20 Ultra Exynos went wrong.
Current Phone ~
Samsung Note 20 Ultra 5G SM-N9860_256Gb SnapDragon 865+
Samsung One Ui 3.1/ Android 11.
This is dena1349 who initially posted the above matter.
By unknown reasons to me , despite trying everything, but for the last two days I was not allowed by Samsung Community to log in with my usual details in order to share my experience in this platform. I had to change my log in details and use another email address of mine.
Regarding the above matter, I made my complaint on 19 Jan 2021 and received an acknowledgement stating that Samsung has received my email sent to the CEO
But until this moment they have not bothered even to make a response, either rejecting my complaint or informing me about their complaint procedures.
I sent a short reminder.
Just wanted to share my experience with you guys and thank for your support.