OPEN-BOX S23Ultra Sold as NEW

[RT3308]

Hello community... please help resolve this.  I bought my new S23Ultra (OnlineExclusive Lime Color) online and it arrrived Oct 27.  When it arrived through FedEx box, the Samsung original packaging is OPEN (seal is ripped) and the phone is freely moving around inside the box.  I've reported & escalated it right away on Oct 27.  I've been getting the run around since then and it's now closing in to 2nd week.  I have a Trade-In phone I need to send back by Nov 16... but I can't do this without transferring to the new phone... and I'm not touching this open-box phone.  What is Samsung's policy and consumer protection on OPEN-BOX sold as NEW?  I don't want to return/refund this order because I'd be losing my promo credits & trade-in credit values... when I repurchase under a new order.

Is it possible to just go to Samsung retailer and buy another phone (not OnlineExlusive color) and then return/refund it using the device received from the first order?  At this point, I don't really care about the exclusive color.  I just want to receive a brand new phone and NOT open-box since I paid for a brand new phone.

BTW - to add stress to my Samsung experience, I also bought 85" QLED TV and it was a delivery disaster.  First delivery was UNANNOUNCED... then second attempt when all is done, the truck backed up into my car port DESTROYING my roof/gutter -- now facing a $10K damage which I'm dealing with my house insurance against Samsung Delivery.

I think these two orders (S23Ultra + 85" QLED TV) have aged me 10 years... I can't believe this experience feels like HELL. 

[Piper123]

Hi there

Policy is very clear.

If the box arrives with the seal broken, reject the device.

You'll need to contact the online shop to get them to collect and exchange but given their high standards of customer service it might be a painful journey I'm afraid.

[RT3308]

OMG thanks for that reply... I feel better knowing that I'm not going crazy!  I did REPORT & ESCALATE the open-box as soon as I received it on Oct 27, 2023.  They've been stringing me along for almost two weeks now - escalations after escalations.  Samsung agent told me that because it's not damaged, they can't authorize an exchange.  They've asked me to try out the device... and I'm like ahhhhh heck no!  I'm not about to find out if there's something wrong with it at my expense.  Could you please direct me to that POLICY you mentioned?  I'd like to take screenshots of it for when I file my official complaint.

Is there a Complaint Escalation department?  Or is my only course of action is to complain through Consumer Protection & Better Business Bureau (which would take longer)?

[ChrisP88]

@RT3308 

You can reach out directly and raise your concerns with our dedicated Online Shop Team at 0333 000 0333 (Monday-Friday | 8.00 am – 6.00 pm) so they can help you with this.

[RT3308]

Thanks @ChrisP88 - yes I've been in contact with the Online Shop Team both on online chat and phone... and I'm just been getting the run around since Oct 27 (when I received the FedEx package). As per @Piper123 comment that this is going to be a painful journey - it definitely is.  I'm now getting closer to 2 weeks (3 more days) and my Trade-In needs to be received by them on Nov 16.  I'm getting desperate now.  I just looked at the Samsung Policy and it states that "Once the seal is broken, it will not be accepted"... so why would it be okay for a customer to receive the brand new device as open-box (ripped seal and widely open inside FedEx box)???

[Rajsahab]

First of all samsung always use DPD courier service though, never seen FedEx delivered my orders from Samsung

[Piper123]

Sadly this is fairly common for Samsung Customer Service. They do not provide a great service, regardless whatever moderators may say on here.

Samsung are fine until there is a problem then it becomes a disaster.

@ChrisP88 the OP has clearly indicated, they have done all the right things trying to resolve the matter and they were absolutely right not to accept the device or try to set it up (Samsung would have then refused to acknowledge the issue).

Perhaps you could help the OP instead of expecting them to keep being given the Samsung runaround......

[Piper123 · Accepted solution]

I'm sensing that the OP may actually be in the US?

If so, laws are different over there. This is the UK Forum.

[RT3308]

whoops - where is the CANADA forum?  I've been scouring all avenues of escalations. 

[ChrisP88 · Accepted solution]

Here you go-

https://r1.community.samsung.com/t5/canada/ct-p/ca?page=1&tab=recent_topics

We wish you all the best with this!