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Original topic:

Active watch 2 UK delivery delay?

(Topic created on: 23/09/19 11:45)
Chris_UK
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Wearables

Hi, I ordered a Active Watch 2 back in early September for a morning deliverly on the 21st September. 

 

The order didn't arive and there has been no comunication about a delay, the status online is "order placed" and when I called up he help desk the advice was "Wait a few weeks to see if it turns up".

 

Is there an update? The complete lack of comunications is pretty poor. 

37 REPLIES 37
Kamutis
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having same issue...
Chris_UK
Explorer
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I understand when things go wrong there can be delays, but the lack of comunication is the issue. 

 

 

Kippax
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Ordered mine on the Sept 19th .... earliest delivery available was Oct 3rd.

 

Not that impressed I have to say.

Kippax
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... and I can't claim the Duo charger until the watch has arrived.

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Jfitzy
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all the info for claiming is on your email for your order

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Kippax
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@Jfitzy wrote:

all the info for claiming is on your email for your order


Nope ...... the claim procedure requires that you provide the IMEI number of the watch and also (think I recall) a photo of the watch itself.

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Chris_UK
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Have contacted Samsumg through email, phone and social media...absolutely nothing.

Does anyone from Samsung read this forum?
AntS
Moderator
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Hi @Chris_UK ,

 

This is the advised response we've been given:

 

"As soon as we became aware of short-term delays to the delivery of the Galaxy Watch Active2, we started working closely with partners to make sure that those impacted by this were made aware and that we do our utmost to get your smartwatch out to you as soon as possible. For details on your revised delivery date, we’d recommend contacting your retailer. We’re sorry that you have to wait a little longer than anticipated but hope it’s worth the wait. "

 

Which probably doesn't tell you guys too much more than you already know if you've already been in touch with the various Samsung channels. If us Mods do find out anything more about the situation before you do, we'll let you know. 


Eldy
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Appalling customer service. Emailed, phoned, live chat - nothing back and no update on my account. Have Samsung stolen my money?

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Seymour92883277
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I'm in the same situation. I don't believe they've stolen my money, of course, but I do have some concern that something may have gone wrong in the shipping/delivery process. I don't care about the delay - if they tell me it won't arrive until Christmas, fine! But it would be nice to have some communication to let me know what's going on so that I don't need to contact my credit card company to reclaim the money.

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Eldy
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I placed my order early and I think I only have 4 weeks to reclaim my money from the credit card company (it could be 6 or more weeks though) so to be safe if I have heard anything by Wed I will reclaim my payment.

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Bulver
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Similarly, I too placed an order for delivery on 21 September, as offered on Samsung’s website.  Chased up with the sales support team, was told it would be with me on the following Monday.  Well, that came and went, so rangagain and was told it would be with me Today.  I said to the person I was discussing this with that Samsung are very remiss in not keeping customers updated and to please pass that comment on to the management.  I also repeated twice that he was saying I would receive my watch today, and he confirmed that.  Looked on the site today, still no movement from “order placed”.  Really annoying, I expect better from a major company such as Samsung.

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Chris_UK
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Same here, I have have it in email that it's being delivered today before 10.30am... Its not been delivered and there is no update online to say its being shipped.

No communication that its not being sent.. This is very poor.
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Bulver
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"As soon as we became aware of short-term delays to the delivery of the Galaxy Watch Active2, we started working closely with partners to make sure that those impacted by this were made aware and that we do our utmost to get your smartwatch out to you as soon as possible. For details on your revised delivery date, we’d recommend contacting your retailer. We’re sorry that you have to wait a little longer than anticipated but hope it’s worth the wait. "

It appears that they are valuing their suppliers at the expense of their own online customers.   They should have sent a similar message to everyone who has placed a firm order with them, dreadful service.

 

Their customer service team seem to have been told to tell us anything just to keep us quiet, and when I asked about the charger 'gift' offer, was told that it had finished and I woudn't be eligible. I told them to check with their line manager, as my order was placed when the offer was made, and was an integral part of the deal.  she came back and advised that when the watch is received, i would be able to claim for the 'gift' Deeply annoying all round

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kRAyZZed
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The good news is it looks like they have extended the deadline to submit your claim till 3rd November 2019 now.

 

If you go to the claim page, and start submitting a claim it states 3rd November now instead of 19th October - although they havent updated any of the webpage graphics, and they all say 19th October still.... communication has been poor sadly.galaxywatch2.JPG

Bulver
Apprentice
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the thing is, will the watch be in our hands within that time frame?.  The last I saw was that despatch date was now               4 October.  however, in my discussions on line and on the phone with Samsung Shop, nobody gives me an an answer as to delivery date, just transferring me to different departments, always saying that only the Shop can give a date.  This from phone calls and emails to ...yes, you have guessed it, THE SAMSUNG SHOP  .  Classic case of passing the buck around the department,  not good enough, in my opinion

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kRAyZZed
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oh I dont disagree with you that there is such poor communication/information out there regarding it.

 

I pre-ordered mine via EE - they have advised they have been told to expect them within 14 days (after the 28th, which was their original delivery date they had for the 4G variant, that I am getting).

 

At least however they are moving the pre-order gift deadline, which shows they know the issues the delay is causing people/concerns regarding that particular part of it at least - and if they still do not ship till then, I would imagine they would move it again.

A proper communication from them regarding their ETA of stock, and the preorder gift would have gone a long way to alleviate peoples annoyance to be fair.

If an announcement went out that clearly said - "stock has been delayed, we are expecting them on xxx date and we have extended all offers and promotions" I think alot less people would be as annoyed.

Kippax
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Mine is due for despatch tomorrow.

 

I'm not hopeful.

 

Is it available on the high street or anywhere ?

 

This is going to be a saga isn't it

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Cman2000
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After three no show deliveries mine turned up today at last!

 

Now i have a new problem, its an lte version which doesnt appear to want to connect to any mobile service, tech support saying i may have to return it!!!

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kRAyZZed
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@Cman2000 wrote:

After three no show deliveries mine turned up today at last!

 

Now i have a new problem, its an lte version which doesnt appear to want to connect to any mobile service, tech support saying i may have to return it!!!


Ooooh so Samsung have started to actually dispatch the LTE versions now? Who did you order from? A retailer or direct?

Also I was under the impression that the UK networks weren't doing LTE plans for the watches unless ordered from them?

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