So, I ordered an S25 ultra. During checkout I was offered the 30% discount on the Galaxy Watch 7. Decided to add that in, clicked on the default band, checked out and waited for delivery.
A few days ago the watch arrived with no strap, great, I'll just hop on chat and get this sorted.
The CS rep was not interested, said that as I had used a 30% discount the watch did not come with a strap. I explained what I had seen during checkout and he refused to accept this, repeated no strap. Nothing he could do and no point in escalating as his manager would say the same.
I pushed and requested to open a complaint.
2 days later had a reply echoing (and essentially summarising) the previous CS rep with no further discussion.
Replied to that showing the checkout page where the watch is clearly shown with the 30% discount, AND images show a strap. Requested just for them to send a strap otherwise I'd need to consider whether I wished to keep the watch and phone.
Next day, nothing back so chased it up.
2 days later (today ) I had a simple message telling me he'd enclosed return labels and had emails with links asking me to pay shipping charges for the return. He completely ignored the two very simple and specific questions I asked in my previous two messages. He also ignored the screengrab.
I'm honestly astounded. Ordered the watch as an addition to the phone, strap was shown during checkout, was shown in the images when checking out, and to be told it's not included and then for further messages to be completely ignored, and then essentially "touch, just return it all then". I'm honestly shocked as the lack of interest, or any semblence of "service".
"We have your money, sod off" seems an accurate summary.
Is this really the usual level of Samsung customer support?
