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Original topic:

Cancelled Orders Solution Anyone?

(Topic created on: 12-02-2023 11:20 AM)
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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
MrJCharming
Helping Hand
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Loads of people don't have phones yet. Check the xda community. And you will see.
the process this year has been off, something went wrong and orders placed via samsung.com on launch day haven't been sent out yet. But people who ordered later have there phones.

I ordered at 6.40pm on launch and haven't recieved mine
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StuartR
Troubleshooter
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30 days is lengthy in my world and assuming you get what you asked for, don't matter how you want to look at it civil matters are lengthy and the outcome rarely would be overturned.

Or do you think one letter and everything will be sweet.
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StuartR
Troubleshooter
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They may not have got there's yet but why complain the 13th was the release date, I ordered mine on the 06th and delivered on the 7th I was one of the lucky ones.
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V6villan
Navigator
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You seem a little hard of thinking and a Samsung fan boy. I don't think one letter and it would be sweet . I would just like to know what they held in my name . Until I knew that , I wouldn't give them my business . Whether that was a direct purchase or via a 3rd party . I see your opinion is the launch has gone smoothly . LIke many others I am still waiting for my S23 Ultra despite ordering on launch night . Yet I'm seeing others who ordered well after launch day getting the phone. Compared to other brands who launch products Samsung are amateurish coupled with poor customer service ,who are no help at all. Using excuses such as ordering an exclusive colour. Yet people are receiving these exclusive colours and as I've stated they ordered well after the launch day. Plus when I orderd it clearly said exclusive colours were in stock ready to be shipped
StuartR
Troubleshooter
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It was similar last year, it appears best not to order on launch day. I agree it should not be like that.
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Solution
Bigsmoke79
Journeyman
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Ok just to update should anyone else come across this thread and happen to have the same issue, I again this morning contacted Samsung by phone and give the details of the last cancelled order. Guy looked over the order for a few mins and came back to me and says everything is fine with the order but you’re gonna need to use a different email and mobile number and it will go through? now I’ve no idea why? I’ve over 15 orders on this account but anyway I done what he suggested and so far it’s been a good 3 hours and the order seems to be processing.

This may not work for everyone but if this is an issue try a new email and mobile number. 

Stargazer1
Journeyman
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Had exactly the same issue. Tried to order a an S23 Ultra many times and failed. Now I get a very degrading message from support saying I don't meet their criteria and I.m a high risk. WTF Samsung???

Won't be buying anymore Samsung devices due to the way they treat their customers!

 

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Yunayoonchoi
First Poster
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I tried to make a purchase and ordered over 7x. Spoke to TD bank and Samsung as they both are saying I'm cleared on each end to complete process. I tried ordering again today and still cancelled. Why is it so hard to buy a product? This is nonsense. What was the point of me running my credit and get approved for such a hassle.  Did you happen to find a solution?

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