Complaint number or email address

[Troutbeck22]

I bought a Samsung S23+ recently and traded in my old S9+ and got £200 discount. To cut a long story short it was faulty so I had to send it back. So that I wouldn't be without a phone for up to 14 days, while Samsung sent a replacement, I purchased a 2nd S23+. 

I then got a refund for my 1st Order. The problem is I never got a discount on my 2nd Order and now I am having trouble getting this back from Samsung. The trade-in department says that because I never got my discount transferred to my 2nd Order, the most they can give me is £20, instead of my original discount of £200 !! They are saying that it is Samsung that must deal with this and I am being passed back and forward from one to other. 

So, as I'm not making any headway I want to make a complaint. I am in this position because the 1st phone they sold me was faulty !! 

Customer services is a waste of time !! Does anyone have a contact number or email address I can use to escalate this ? I have searched everywhere but can't find anything. Thanks in advance ☺️ 

[MrJCharming]

Even if its processed they can send it back. Basically should of asked for recycle back, and reordered with a recycle. They can 100% send the phone back. They have done this for me before

[keith30]

I agree with you,

[Troutbeck22]

Didn't know that at the time.

[MrJCharming]

I'm guessing your outside the 30 days. I've PMed you

[Troutbeck22]

Hi Purchased my 1st phone on 14th March and 2nd phone on 22nd . Got your PM but the link doesn't send me through to email. I get this ... see screenshot

[Risky24]

I'm sorry to say but you are completely at fault here. I'm not trying to be mean here, just hear me out.

You placed a separate order because you didn't want to wait for a replacement. This is an order which would have nothing to do with your previous order and would not be linked in any way. You can't expect Samsung to now give you the discount amount of a previous order on your new order because you didn't do it the right way.

Rhe main thing here is they are 2 separate orders. You made the choice to make a separate order and that's on you.

[Troutbeck22]

I contacted customer services and the woman I spoke to recommended I do it that way as I needed a phone urgently. I didn't have another one i could use in the meantime. She didn't mention anything about not getting the discount. Obviously I credited the customer service staff with too much sense. Also the reason I was in this situation in the first place was because my 1st phone wasn't working properly..... not my fault !

[JAMES4578]

@Troutbeck22 There is a Samsung email,   support@samsunguk.zendesk.com  (which is quoted on social media)   more for purchase related queries I think.  Whether they would be able   to give satisfaction in this instance another matter.

[Troutbeck22]

Thankyou for that info. I'll give it a go !

[Risky24]

Yes, you had a faulty device, that much is true. It's Samsung's fault you got a faulty device, yes. The problem is you went and placed a separate order that is separate from your current order. You would have gotten a replacement which would have been a direct link to your original order but you didn't want to wait(whatever the reason may be). Therefore you didn't go through the proper method of getting a replacement. Had you gone through the correct process you most likely wouldn't have to make this post. So yes, it's definitely your fault, not Samsung's. Clearly, the customer service rep you spoke with would not have known whether you were trading in or how you intended to go about odering the device. You said you couldn't wait so they told you the quickest way to get a device into your hand.