Pre order received without watch.

[Dontikka]

Received my S24 Ultra pre order yesterday without the watch inside. Watch was supposed to be delivered with the phone on same day. Watch and the strap are listed in the package list (the printed paper comes in the package) but those weren't inside the box. Shop app shows all items have been delivered. Contacted Samsung and they have no clue. Anyone in the same situation?

Please advise and thank you!

[Dontikka]

Just called Samsung and now they are playing a new trick. They now tell me the technical error hasn't affected orders and they confirmed all items have been delivered. They say they are investigating and need more time. Seems like we'll have to sort this out via some authority involvement.

[Stuart127]

Holy s*** that's bad I'm going to contact them again today as it's day 4 for me of hearing nothing. If they're going to do this I'll return the phone. Surely they realise they've got hundreds of the same issue?!

[Stuart127]

Meant to also add, this might he a report for trading standards especially if there enough reports 

[Dontikka]

Let's gather up all the people who has this same issue and after a reasonable time or if they refuse to resolve, let's definitely escalate this.

[ICS55]

Hi, It sounds like they are fobbing us off. I did some research on who the Samsung CEO is in the UK and they're email plus mail address. It maybe worth sending them an email and or a written letter of complaint. Which is what I will be doing. The details for the CEO is as follows: https://ceoemail.com/?q=KT16%200PS&searchtype=postcode

[Stuart127]

So I've just finished talking with samsung again and this is what I got (I'm on day 4 from receiving my phone) 

Please allow some time for DPD to raise this and then 6-10 working days for the result. DPD has now been requested to raise a content search investigation and rest assured that once we have the update we will send you an update via email

It's like they're a toddler, blaming everyone else except themselves. Did dpd really tear open the box with the perforated seal take the watch out then perfect re seal it?!?

[ICS55]

The Samsung UK - Europe (Head office)  address is:

Samsung House, 1000 Hillswood Drive, Chertsey, Surrey, KT16 0PS

COE/ president Mr Hadrian Baumann - his email address:

Telephone	01932 455000
Switchboard	01932 455000

[ICS55]

email is  ukpresident  @  samsung com

[ICS55]

I'm happy to add my report to trading standards 

[ICS55]

The DPD delivery drive handed me the package a plastic bag which contained just one Samsung security sealed brown cardboard box. I opened the sealed box and there was just the Galaxy S24 Ultra and no watch or strap. The paper printed packing list which was inside the bag says Item SM-S928BDS - The phone. 1 x Galaxy Watch SM-R930. 1 x ACC HHP Strap for the watch. But only the phone was in the sealed box. Seems unfair we have this bad experience and the stress and time involved to get it resolved.