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Original topic:

Cancelled Orders Solution Anyone?

(Topic created on: 11-02-2023 01:11 PM)
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Bigsmoke79
Journeyman
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I am a Samsung mobile phone fan had phones as far back as the S2 (yes that far back) over the years I’ve bought and traded stuff in via the site had a few issues and customer service has never been great but this time they’ve outdone themselves!

I have now tried to preorder the S23 Ultra over 10x times from their UK site yes 10x times since last Friday! Like a few have reported here I get a email confirmation and 5 mins later a follow up email telling me it’s cancelled?? every single time! I talked to my bank, tried different cards, parents address everything still cancelled.

I contact customer service by phone, email and chat and all I am told after hours of endless nonsense is I don’t meet Samsung terms and conditions? now they have a lot of T and Cs so I kinda need them to be a wee bit more specific? so I try to raise a escalation only to be told I’m a high security risk end of complaint!! but nobody can tell me why? or what I’ve done? it’s shambolic! the standard of customer service is actually the worst I’ve experienced in the UK and that’s saying something.

In a market where they are trying to compete with Apple the customer service is like chalk and cheese! 

Anyway I’ve seen a few similar posts in these forums with people experiencing similar issues? has anyone found a way round it? or am I just too assume I’ve been randomly blacklisted for no apparent reason? 

Any help would be greatly appreciated

17 REPLIES 17
StuartR
Troubleshooter
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Why don't you order the phone from a retailer? The same deals are available.
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Bigsmoke79
Journeyman
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I could but the trade in deal isn’t as good plus to be honest if I can’t buy it direct and they can’t tell me why? they clearly don’t want my custom so if they don’t sort it I won’t be buying any of their products ever again for anywhere. 

MrJCharming
Helping Hand
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Can't you use a family members card to pay if it isn't on finance?? I know this isn't really a fix as such but at least you get the deal on the double upgrade and trade in offers
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Bigsmoke79
Journeyman
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Your right I could but I am one of these people that think but why should I have to jump through hoops for them? if I can’t order it directly myself I simply won’t order and that’s me done with them 

MrJCharming
Helping Hand
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Agree that you shouldn't be jumping through hoops. This launch has been a mess. I'm still waiting for mine to be delivered, I ordered on day of launch and have seen people ordering much later than me who already have there phone
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V6villan
Navigator
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Seriously put in a DSAR request. . Do you not want to know what info they have held against your name, to make them react like that . I would also be concerned whether they were sharing this type of data with other companies
StuartR
Troubleshooter
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This is an automated process and nothing you could do without a lengthy data request process and unlikely to change a thing.

The obvious ones are poor credit history, missing payments, overstretched financial, some areas delivery companies won't deliver to.

If you can get the phone elsewhere I'd suggest you do and continue the finding out process as a sideline.
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StuartR
Troubleshooter
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The launch hasn't been a mess at all it was last year! but this year customers have been getting there phones early myself included.

I've hardly seen any posts on here complaining about the launch.
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V6villan
Navigator
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Not lengthy at all email the DSAR to them and they have 30 days from date of request to comply. If they don't comply then take it up with information commissioners office.