Out of the World Promotion declined!!!

[SuperBobNoz]

I’m really not happy as I feel I have been totally misled and ended up buying a soundbar that I wouldn’t have done, at this time, without this offer. 

I’ve been looking for a new TV and noticed that the Samsung Store had 25% off via the StudentBeans discount portal. Shown in the screenshot below: 

 

As you can see it is advertising the competition but be honest, I didn’t pay much attention to it. I then went to buy the TV and then along with the discounted price they show that you could get 50% cashback on a soundbar.  

I then went to look at the details of the offer on the linked provided, which shows this. 

As it was such a good offer I went and bought a TV and SoundBar. 

After they arrived I went to completed the claim form but was unable to do so as it wouldn’t accept my serial numbers (I don’t think this is related, just an issue with the website that may have been fixed by now). I contacted the promotion support team and they asked me to submit details of the claim via email.   

They rejected my claim and replied quoting the following T&C at me: 

“This Promotion is only available to end-users (e.g. not to any reseller or business) and is not available in conjunction with any other offer.” 

They said as I had received a discount on my order it constituted “another offer”. 

I could understand if I had used some sort of voucher code to get the discount – I didn’t, I just added two discounted items directly from the website. The offer is clearly advertised with the discounted price for the TV. 

If this is the case it means that it is impossible to get this offer with any discount applied and therefore via accessing this website via  StudentBeans. I’m sure it is false advertising especially and it effectively enticed me to buy the soundbar using an offer that was not available to me. 

I decided to complain to the Samsung Store about this and they implied that the offer should be available and escalated to a senior team. I think this went back to the promotion teams. 

I got another response from them today saying that as I got more than 10% discount (10% is a normal amount for a student discount) this counts as “another offer”. I got 25% off the TV and 30% off the soundbar but how was it possible to know this was excluded. There is no way to not buy at these prices via the website. 

Gone back to the Samsung Store and they are now saying the same thing. How is it obvious for the T&C that this offer is not available? How it obvious that 10% is ok more is not! 

Just to make it clear I have also posted a video on YouTube of the step I went through to purchase the items. I also sent this to the promotion team and the Samsung store support team. 

https://youtu.be/rFypf2RWt3E 

This has left a really sour taste in my mouth. The TV and soundbar are both amazing but I’m unable to enjoy either as I feel like I have been duped. 

I’m not really sure how to proceed or if there is anything I can do. Any advice would be much appreciated. 

[SuperBobNoz]

Just to let anyone know who comes across this post my claim was finally accepted today. Thanks to the help of the Samsung Store Support Team.

[hamza123]

Hi

I am just about to buy a soundbar as well and i purchased my tv with the student discount too. Which soundbar did you get and how much did you pay for it in the end?

[hamza123]

Hi

I am just about to buy a soundbar as well and i purchased my tv with the student discount too. Which soundbar did you get and how much did you pay for it in the end and just to confirm was it their fault?

[SuperBobNoz]

---

@hamza123 wrote:
Hi

I am just about to buy a soundbar as well and i purchased my tv with the student discount too. Which soundbar did you get and how much did you pay for it in the end and just to confirm was it their fault?

---

I went for HW-Q90R and it will end up costing £455 when I get cashback. It has been approved but you have to wait 30 days for cashback. It was the promotions team who rejected my claim and didn't get anywhere complaining to them. It was the Store Support Team that sorted it all for me and to be fair they were great and never disputed my claim.

To be honest I have no idea why my claim was rejected by the promotions team. I went on a couple of other forums and a few people said they had claimed successfully with discounted TV and Soundbar.

Just make sure you have screenshots of TV you bought with discount and offer shown together as evidence.

[SuzieB1]

Hi I have had such a headache with this promotion. Bought a Samsung TV and a Soundbar from John Lewis in November 2019 submitted all the required info, invoice, serial numbers etc in good time and in good faith, did not get a Claim ID number but did get a calculation from the site that I would be receiving £250 cash back within 30 days. After many many calls to John Lewis and to Samsung (could never get through) I eventually got through via John Lewis to the team that 'work on behalf of Samsung promotions'  David on the desk (a nice bloke) gave me the promotional id (partial) 11776 (apparently I had not claimed correctly)! As far as I was concerned it had all gone through fine. I was told today that his 'Superiors had declined my claim'. I am absolutely gobsmacked at Samsungs lack of customer service. David stated to me there are thousands of people that do not claim correctly - is this some kind of scam? They draw you in as they did me and then make it difficult for you to claim or deny your claim. 

[RichardG1]

I am in the same position Suzie.  I purchased a TV and soundbar on the £400 cash back offer and Samsung Promotions have said my claim was not correctly submitted, even though I did it all through their website 32 days after the purchase and had an on screen message saying it was submitted.

The only explanation is that they are clearly trying to reject claims as the Promotions team refuse to do anything about it even though I did nothing wrong.

[JAMES4578]

Out Of The World Offer:  From the terms and conditions it would seem that claims must be submitted 30 days after purchase:#

"15.     Claims may only be submitted between zero (0) and thirty (30) days after the date of purchase of a Promotion Television, meaning the final Claim date (for all Promotions) for purchases made on 5th November 2019 is no later than 23:59 (GMT) on the 4th December 2019. Claims outside of this period will not be eligible for either a Gift, Prize or Reward (as applicable). For the avoidance of doubt, the date of purchase of the Promotion Television counts as day one (1)".

Full details here https://www.samsung.com/uk/outofthisworld-soundbar/terms/ 

Howver I am aware  that some customers may have had their claims initially rejected unfairly as @SuperBobNoz  discovered before it was eventually accepted.    

[RichardG1]

Thanks @james4578  I think my promotion must have been a sligthly different one as they only accepted claims submitted between 30 and 60 days after the purchase.  Almost like they are trying to weasal of a paying  a claim!!

[JAMES4578]

@RichardG1    You must have claimed under this promotion:  

https://20201.samsungpromotions.claims/gb/en/pages/tvcashback/home 

Runs from 18 December- 3 March , with claims to be made 30-60 days after purchase 

Terms and Conditions here for qualifying products:

https://20201.samsungpromotions.claims/gb/en/pages/tvcashback/terms 

If indeed you meet the criteria has Promotions Team  not given you any specific reason why it was rejected,  did you  send " a scanned copy of their proof of purchase and photographs of the relevant Promotion Product and Additional Product serial numbers (a “Claim”)."