Shocking Customer Service Experience

[TabbyS24U]

Sorry I need to vent my frustrations and have a bit of a rant.

Initially ordered the 512gb Titanium Violet on release day, I then changed the order the next day and went for a 1TB grey.

Although the Violet wasn't set to dispatch on my orders, I was unable to cancel it from Samsung website on my accounts so I called support next morning, after waiting on the line for over 90mins, they advised that they would cancel.

Next day I get an email from DPD telling me that they will deliver the original order next day, again I called Samsung and they said don't worry, we have cancelled the order so you won't get a delivery.

DPD then tried to deliver next day but I wasn't home, again I called Samsung another 45 mins on hold and I was advised that order is cancelled so you will get refund on order and not to worry as they have sorted it out.

Then again on Thursday the following day DPD tried to deliver again, I got an email once more saying they will try again on Friday.

I called Samsung again and they said the phone is being returned to the warehouse so no need to worry.

Thankfully DPD didn't try delivering on Friday so I presumed that the order had finally been cancelled until yesterday on Saturday.

I got an email from Samsung with an invoice and saying the phone has been delivered to my address and we hope you love it.

Now Samsung have two payments from me one invoiced which wasn't delivered and the titanium grey 1tb pending for delivery for 19th February.

I am sick and tired of waiting to speak to someone as the web chat doesn't work and waiting to speak to someone has already cost me a total of 5 hours plus holding on.

This has to be the worse experience I have ever had when it comes to ordering with Samsung.

On a positive note for those who are still waiting for the grey 1tb ultra, one of the advisors suggested that they have a new batch arrived and delivery will be pulled forward if possible, however I don't trust Samsung right now.

[DavyC75]

I went through pretty much the same torturous process regarding cancellation and reorder. The cancellation option disappeared the morning after placing my initial order on the evening of the launch event, despite it being clearly visible when I reviewed the order immediately after placing it. Spent ages trying to get someone to answer the phone. Online FAQ and support was useless - a continuous loop that always resulted in a return to square one. Despite cancelling over the phone, I also received emails from DPD advising of impending delivery on the 24th. Thankfully DPD did acknowledge that Samsung had requested a return to consignor. What I find really frustrating is that my follow up order for an identical phone (I stupidly didn't apply discount codes during original order) was placed approximately 12 hours after the original. The original cancelled order was, according to DPD, going to be delivered on the 24th and yet my subsequent order offered me an earliest delivery date of 1st Feb. Well, the 1st Feb is now here and after waking up to no emails advising of delivery, I managed to get through on the phone shortly after 8am. I've been told there is a delay and a follow up email sent subsequently doesn't tell me when to expect my new phone. The order is for a grey 1TB S24 Ultra, so I guess that nicely updates the OP's comments about that particular model.

[TabbyS24U]

Sorry to here about your experience, reminds me of exactly what happened to me.
Having said that, my order went out to the 19th February which I wasn't happy about but it arrived this afternoon after I got an email confirmation yesterday.
I hope you don't have to wait too long for yours.

[DavyC75]

I'm pleased to say that I got mine yesterday afternoon. I certainly didn't expect to get it so quickly given the lack of detail that initially came from Samsung. Very happy with mine - I hope you are as equally pleased 😀