S25+ nightmare

[facu1ty]

So I returned the S25+ via dpd a few days ago. It said it was delivered back at Samsung. Obviously I'm waiting for my refund. Today I received an email saying exchange confirmation. They are sending another S25+ as apparently that's what I have requested. I have not requested anything like that. I requested it to be returned which it clearly has as somebody from Samsung has signed for it. I called Samsung this morning and explained it to them and the gentleman said he's confirming the cancellation. He also gave the name of the person who signed for it but he's saying it hasn't been delivered to Samsung and they are waiting for it to be returned and asked if I knew the person who signed for it. Like seriously wtf? On dpd's tracker, it clearly states returning back to Samsung. I've paid by credit card so will report this to them and get my money back if there's any funny business going on. This is beyond absurd. 

[BandOfBrothers]

Hello @facu1ty 

I've returned a phone before to Samsung via dpd and it was fair to say the returns department didn't provide a seamless experience either. 

I hope the person you've spoken to has owned the situation and taken steps to resolve it @facu1ty 

Would you let us know how you get on please. 

[facu1ty]

It's looking like an unnecessary, frustrating experience. Why would they put me down for an exchange? Especially exchanging for the same phone which I never received? I asked dpd to return it, which they did. The guy I spoke to this morning said they haven't received it, yet someone has signed for it. On top of that, surely they wouldn't send out another phone before receiving the returned item? It's saying it'll be delivered tomorrow by dpd. I feel like I've wandered into the land of stupid. Will do mate 👍🏻

[BandOfBrothers]

Totally @facu1ty 

Something has either glitched on Samsungs systems, or the agent isn't grasping what's happening.

If for example a phone is faulty Samsung wouldn't just send out another phone. 

The process is to send it back and a refund is issued, and then a person chooses to reorder another or not. 

You're going to have to see what happens I'm afraid. 

🤞

They just don't send one out AFAIK. 

[facu1ty]

Exactly that. The other phone has already been sent being delivered tomorrow. Obviously, I'll be refusing it again 😆 can't get my head around it. How is this mess even easily done, lol..

[smiley]

Anything outside of the typical delivery.

place order...
Courier delivery...
Item received...

This adds confusion to the system and it seems samsung are not good at this'non-standard' process. Probably compounded with their shipping of probably millions of phones in the past couple of weeks.

Even if only 1% of sales are returned, this is some 10000 phones that need to be checked and processed.

We have also all read of the isolated theft issues during DPD... and an unaccepted delivery / return is just another opportunity for something to go wrong.

I hope it all sorts itself out soon!

Although this is just me being nosey why did you send it back ? I assume you didn't open the parcel and just refused the parcel ?

Smiley

[smiley]

Sorry no need to account for the final question i just looked at your post history.

Just to get it straight...

You ordered an s25 ultra in jet black. Refused it at the door step. Returned with DPD ?

Then you ordered an s25+ in replacement. And refused it at your doorstep. Returned with DPD ?

Smiley

[facu1ty]

There's nothing wrong with being nosy, lol. Yes, mate, I originally refused the S25 ultra as I considered it a downgrade. The S25+ seemed like a perfect fit for me, so I went with it. By trading in my S23 ultra, it was only costing me £387 including free buds3 (which itself has shocking reviews). I've already paid for it. A few days ago, I went to a store to play with both the S25 ultra and Plus. I really didn't like the washed-out colours and how narrow both phones were. I was playing my S23 ultra against them and really preferred my S23 ultra. To me, both the S25 models are a downgrade, and I knew immediately I didn't want it. Dpd tried to deliver the S25+, but I wasn't in. I called them and requested it be returned to Samsung. They accepted my request and it's gone back. For some crazy reason, they've given me an exchange. Like for like, which is about to be delivered in 20 minutes, lol. I've just been talking with Sammy again, and they've realised the confusion and told me not to accept the delivery like last time, and that should be it. I'm sure it'll be sorted out today. I originally got caught up in the hype and realised after the S23 ultra is too good a phone to give up for what's on offer. What I should've done in the first place was go to the store and play with the phones which I did after ordering. The deals were pretty good from Samsung, so I got caught up in it. I'm a little annoyed with myself for not doing this correctly by going to a store, but at the same time, the deals and the hype are what slowed me down. Schoolboy error, so to speak.

[smiley]

Ok fair enough. Of course you have your consumer rights and I hope you get this mess resolved.

If being honest though, this is a real debacle of indecision, and this is the kind of thing we read about on here all the time as a bad experience. Obviously this whole thing is completely out of the normal cycle and I expect there may be some confusion.

Maybe next time if unsure, it would be worth seeing the phones before ordering... there have been some stores that had the phones for viewing pleasure, from before the preorder window closed.

Good luck with customer services 🙏😊

Smiley

[smiley]

P.s. my s23 ultra was my absolute favourite phone, so I understand why you wanted to keep hold. 👍🙂