No response from Evollis!!??

[Mustafa51]

I have 2 issues to be solved by #Evollis (one about a refund of a month`s private lease amount, and the other for cancellation of a private lease upgrade contract) but I think it is almost impossible to get an answer from them. I sent several mails, reminders but no luck. As they have no direct number to contact, I called the phone numbers of available Samsung phone lines but these also did not help. Any ideas to contact Evollis? This is really frustrating.

[MartijnK]

Hi @Mustafa51, good afternoon.

Thank you for reaching out! Have you already got a response from Evolis? Have you placed a order for an upgrade which you would like cancel? What's the orde number, I will look up your information and take a look with you.

Kind regards,

Martijn

[Mustafa51]

Hoi Martijn, thanks for the contact! There is no solution yet for my issues at Evollis side. 

First issue is: NL220609-14980547. This is related to a promised monthly lease amount to be refund back, but not done yet for my active private lease contract.

Second issue is: NL230124-50916758. This is related to a cancelled private lease upgrade request. I also had to pay €39 as prepayment during the order. Then I cancelled the upgrade order while waiting to get my new lease phone. Because I noticed after a week giving the upgrade order that it was possible to get the new phone for less monthly payments and with €1 prepayment. 

I have been trying to get a response from Evollis since beginning of January (for issue 1) and since beginning of February (for issue 2) with no luck..

I would be so thankful if I am helped.

Regards

Baris 

[MartijnK]

Hi @Mustafa51, good afternoon.

When I take a look at the order, NL220609-14980547, is see this one is ordered en delivered last summer. What do you mean exactly with a refund of the promised monthly lease amount? Is this regarding a promotion? 

The order with NL230124-50916758 is indeed cancelled. Have you received the amount you back you paid for this? 

Kind regards,

Martijn

[Mustafa51]

Thanks again! 

For the issue 1, this is for my current lease phone that was indeed delivered in summer 2022. The thing is, I had a problem with the display end of November which was a warranty issue to be solved but I was not contacted back by Evollis/Dynafix/Samsung in time, so my lease phone was waiting in the drawer for a response during the whole December 2022 and I was not able to use it. I got a mail as below then:

On Mon, 19 Dec 2022, 14:43 Lucienne, <support.samsungnl@evollis.com> wrote:

Hello Baris,

I just contacted the Protection Plan for more information.

I will let you know as soon as I have more information. The rent for January has been cancelled for the inconvienence.

Kind regards,

Lucienne

Private Lease

Then the phone was somehow picked up in January 2023 and repaired. But the promise given above was not held, while I was not able to use my lease phone completely in December 2022, the monthly rent for January 2023 was still deducted from my bank account. And they did not pay this back to me.

For the issue 2, during my contact with Samsung phone lines, I was told indeed that the order was cancelled and I also got a mail for the cancellation. But the €39 I paid as prepayment was not paid back to me, furthermore the contract related to the cancelled order still seems as active in my Samsung account dashboard as a second private lease contract.  So I am not able to ask for a new upgrade contract. When there was only one contract visible in my dashboard then it was possible to ask for an upgrade after 6 months but now I cannot do that, because the second contract still seems active.

Regards

Baris   

[MartijnK]

For this discount or refund from the rent you can reach out to Evolis, this is a promise they have done and we can't change or look in to your contract with them.

For option 2 I will asked my colleagues of the webshop what the status is.

Keep you posted.

Kind regards,

Martijn

[Mustafa51]

Well.. the reason why I opened this topic here looking for help was because of the fact that Evollis does not respond, I do not know how much I have to wait for both issues. I will perhaps send all these issues on a paper in an envelope with a regular mail to them. What a shame for Evollis...

Anyway, I still appreciate your help here and waiting for a possible reply for issue 2 as you stated. As of now, my dashboard still shows 2 active lease contracts which is not the case.

Baris  

[MartijnK · Accepted solution]

I've asked my colleagues what the status is for the refund of both cases. However I can't make a promise for the monthly refund of January and I've ask my colleagues if we can assist in this. 

I will get back to you as soon as possible.

Kind regards,

Martijn

[Mustafa51 · Accepted solution]

Thanks for your intervention Martin. Issue 2 seems to be solved: I see now the second cancelled contract has been removed from my dashboard so I can now ask for a new upgrade and €39 I paid for this cancelled contract is also refunded to my account.

Now I can close this topic. I will keep bothering Evollis for the issue 1 for the promised but not refund January rent.

Thanks again, good to be a member of this community.
Baris

[Mustafa51]

I notice now - when I try to ask for a new upgrade - that the conditions for Evollis lease has changed. Now the monthly lease prices look low comparing to last year (S23U= €41, Fold4= €40, Flip4= €27) but now these lease prices do not include any insurance for damage and theft where the lease price of my current S22+ from June 2022 included these already. These insurances can now be added to lease contract with extra cost (with own risk amounts for damage and theft). And the possibility to upgrade is now changed from every 6 months to every 12 months. Just to mention..