Dear All,
I am tired of following up with Samsung Germany customer care. I would like to have my device delivered at the earliest and also want to have this issue escalated. Please help and direct me.
- Product Ordered: Samsung Galaxy Tab S10+ 5G
- Ordered on: 26th Nov 2024
- Status: Not yet delivered
- Ordered in: Germany
- Delivery location: Within Germany
- Days lapsed after placing the order: 42 days
We have ordered a Samsung Galaxy Tab S10+ 5G on 26th Nov 2024, but the device is not yet delivered. Another item (Book Cover Keyboard EF-DX825 für das Galaxy Tab S10+) ordered along with the tablet was delivered on 3rd Dec 2024.
I have been trying to contact Samsung Germany customer care team through multiple means (Via E-mail, Chat and over telephone) but no luck.
Via E-Mail:
The last response I received from Samsung customer care on 23rd Dec 2024 says (shop@email.support.samsung.com) :
''We are closely monitoring the status of your order and will provide you with an updated delivery date once we receive further information from our logistics team.
We understand your concern about the delay. Our team has already created a ticket (Ticket #241214.0250282) regarding your order and it is being processed by our dedicated department. Unfortunately, we do not know the exact reason for the delay at this time, but we can assure you that our team is working to resolve the issue as soon as possible.'
I have neither received any update nor any response from shop@email.support.samsung.com. Even my follow up mails are unanswered. The sad thing is samsung customer care team had even closed the ticket from their end without resolving the issue on 16th Dec 2024.
The current tickets:
#241214.0250282 opened on 14th Dec and closed on 14th Dec 2024
#241212.0249495 opened on 12th Dec, closed on 16th Dec and reopened on 23rd Dec 2024
(In fact, I had to call samsung customer care and get this ticket reopened. (A real mess !!!).
Over Telephone:
I had contacted customer care over telephone and they are also not providing any reasons for the delay and delivery of the device. I had spent multiple hours connecting to the customer care - waiting, put on hold, call forwarded to x team to y team etc for response. Since they were unable to give a genuine reason, they have promised call backs but none called nor any update provided.
No one at the samsung customer care, whom I have contacted knows the reason for the delay nor the status of the device.
It has been 42 days now.
O2 contract started running from 15th December 2024 (I expected a max delivery delay of 2 weeks, and chose contract start date as 15th Dec) but now it has been 6 weeks and device is nowhere !!!
Till date neither our tablet, nor any useful communication has been given by Samsung customer care, Germany. Kindly guide, as a customer what should I do !!!
I wonder, is this how Samsung in Germany delivers product !
Is this what Samsung is all about?
#Samsung Galaxy Tab S10+ 5G
Thanks,
Smitha
