June this year I traded in my old laptop for a Galaxy 360 ( which is a very good piece of kit). However when I tried to complete my Samsung upgrade programme trade in in August and later on that month tried to place an order online I could not. Cutting a long story short after many emails I found out that my account had been blacklisted as Samsung had recorded that i didn't complete the trade in for Galaxy 360 - Incorrect
What happened is that I needed the old laptop at short notice and therefore contacted Samsung ( and the trade in agent) and paid the trade in balance rather than provide the laptop as per T&Cs. All emails and account transactions I have prove this. However as described above I eventually found out that Samsung didn't think I had settled the trade in and owed the money.
Over numerous emails I provided the proof ( at least 5 times) but have got nowhere until sending a letter to Samsung UK. Now it's been recognised by 'Samsung shop' that I had settled this at the time and Samsung have made a mistake. But i'm still waiting or confirmation and un blacklisting of my account.
In the meantime Samsung have missed out on me buying several large items from them, (I am sure the are not bothered that a Samsung customer for >10 years have had this experience). I can not see anyway to lodge a complaint with Samsung or get it escalated ( most other companies publish their complaints procedure) .
Anyone able to advise on how to get this escalated and sorted?
#tradein #customerservices # complaint