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AWFUL CUSTOMER SERVICE - HOW CAN I RAISE A COMPLAINT?

(Topic created on: 11-06-2024 11:33 PM)
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vasipap
Journeyman
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I ordered a phone on Sunday and ETA was 23rd June. I thought it was bizarre but accepted this as there was not much else to do. However, I am now going abroad on the 18th June and need a phone, as I am back after the 4th July. I was told initially yesterday but customer adviser that it is possible and I will get a confirmation. I did not and follow up today by chat, I was informed that this is not possible and I need to make changes I need to cancel my order and give it 5-7 working days for a refund including the registered trade in IMEI. I find it hard to believe that a tech company has not way of making changes to orders. I asked them for complains procedures, I was told that there is none; which goes against trading standards, and looking online no one seems to know either about how to complain to Samsung. I completed the email CEO form but doubt anything will come out of it. I decided to cancel the order and try my luck with another company and phone but surprise, surprise, I tried at least 5 times and I cannot even cancel my order. Is this some kind of a joke? You do know that this unlawful right?
Can someone help? How can I get Samsung to deliver the S24 Ultra sooner, I don't care about the colour.

7 REPLIES 7
vasipap
Journeyman
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I also sent a PM in the community forum moderator SAM-UK.

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OmegaMutant
Voyager
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Sorry to hear you're having some conflicting information about the delivery of your phone.

Ultimately though, they gave an estimated delivery date of 23/06 which was accepted so I doubt they're going to be able to push that any quicker just because it's now inconvenient.

Talking of cancellation though I'd have a check through this https://www.samsung.com/uk/shop-faq/returns-and-cancellations/can-i-cancel-my-order/ (assuming you're a UK customer) as it does give some info on when an order can be cancelled and how to do this etc.

I'm sure a mod will be in touch soon if you've messaged them
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Piper123
Samsung Members Star ★
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Hey there and welcome to the Samsung UK Community Forum

Once an order has been placed, Samsung appear to have real problems in amending or cancelling. Normally you are required to refuse delivery and then wait for the item to go back to their warehouse after which, in theory, a refund would be paid within 10 working days.

Don't agree with it one bit but Samsung can be a law unto themselves.

Sadly, despite your protestations, it isn't illegal (morality is another question entirely).

Just being realistic, you are unlikely to get your device nor a refund before you go away. Really sorry.
vasipap
Journeyman
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Hi there, what is illegal is misinformation.

I was told that I cannot cancel the order by one representative, and by another that I can. It seems however that I cannot cancel the order even and I had to ask them to do this manually from their end.

It goes against trading standards not having a complaints policy and procedure.

I don't need to debate on this further, and the phrase customer service from the 'samsung customer service' because they are not here to serve customers.
Once I get out of this nightmare situation I will report samsung to trading standards.

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vasipap
Journeyman
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This is the first and last time I purchase a samsung product - for peace of mind, I will go with brands that have good support.

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HootleTootle
Voyager
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Samsung are like Google, their online sales are farmed out to someone else. Buy a Google Pixel and the order is processed by DigitalRiver and shipped by Computer2000. It's impossible to cancel a Pixel order, and there's no-one to call - it just turns up one day a week after you order it.
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vasipap
Journeyman
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That's awful! I never had this issue with Nokia or Asus. This is the first time I bought samsung and I have not owned a google phone. So I have only asus and Nokia to compare it to and both have very good customer service. In the end I had to cancel the order pay for a product twice and got the phone on Friday [I just hope I also get my money back from the cancelation].

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