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Original topic:

order not found

(Topic created on: 24-03-2022 03:30 PM)
Tintin_snowy
Journeyman
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Samsung Lounge

I've just placed an order for S22 Ultra, I have a query on my order but it say order not found, I've been trying to contact the customer service for the past 2 hours and I keep receiving this message after waiting 10-20mins: Sorry we are really busy at the moment. We want to help but there are no Samsung Support Experts available right now. You can get help from other Samsung users and experts at https://eu.community.samsung.com/ now, or try again later.

not very good customer support

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7 REPLIES 7
Brazuca
Explorer
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Samsung Lounge
I think you have ordered your phone without be signed in before hand on the website. Same thing happened to me.
BandOfBrothers
Samsung Maker ★★
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Samsung Lounge

Hi @Tintin_snowy 

 

The order can take a little while to show in your orders section if you were logged in.

Did the money come out of your bank etc ?

You can ring them still and or email the Online Shop Team on support@samsunguk.zendesk.com 

They can take a few days to reply however depending on how busy they are.

I wish you all the best. :smiling-face: 


Daily Driver > Samsung Galaxy s²² Ultra 256Gb in Phantom Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help.

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Tintin_snowy
Journeyman
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Samsung Lounge

the money was taken from my bank but the order is not shown. Ordered on the 24th of march, still no sign of the order in my account. I called the support, waited 35 mins+, explained the issue, I was transferred to the account department, I waited another 25mins, I was told I need to call another number, which is the original number I called! is that a joke?? what sort of customer support is this one?? Chat is totally useless, I waited more than 1h and then it disconnected, not only once but 3 times same support. I'm tempted to cancel the order and get a refund

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BandOfBrothers
Samsung Maker ★★
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Samsung Lounge

@Tintin_snowy 

 

Have a word with your Banks Customer Support team to see if the money has been gated off or taken


Daily Driver > Samsung Galaxy s²² Ultra 256Gb in Phantom Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help.

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Tintin_snowy
Journeyman
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Samsung Lounge

@BandOfBrothers wrote:

@Tintin_snowy 

 

Have a word with your Banks Customer Support team to see if the money has been gated off or taken


Thanks, yes the money have been collected and the transaction is shown on my bank statement

BandOfBrothers
Samsung Maker ★★
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Samsung Lounge

As I mentioned in my first reply to you @Tintin_snowy was you logged in when creating the sale  ?

If this was my situation I'd also mail support@samsunguk.zendesk.com or your regions relevant Samsung Online Shop Team email.


Daily Driver > Samsung Galaxy s²² Ultra 256Gb in Phantom Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help.

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Tintin_snowy
Journeyman
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Samsung Lounge

Thanks for replying, I checked with my bank and £1000+ were collected, yes I did log in my account before purchase it to make sure I got the samsung points.

The order is valid and they confirmed delivery 22 April but is that difficult for them to link my order to my account? I am surprised by the lack of proactiveness by Samsung support, once they take the money they don't care of their customers

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