Frustrating Experience with Samsung Promotions – Claim Rejected Despite Meeting All Requirements- Odido watch + phone

[agnes2024]

Hi everyone,

I’m posting here because I’ve been dealing with an extremely frustrating situation with Samsung’s promotion for the Galaxy Watch 7 and need to share my experience.

On September 15th, I purchased two Galaxy S24 phones through Odido, taking advantage of a promotion that offered a free Galaxy Watch 7 with the purchase of the phone. This promotion was one of the key reasons I opted for the S24, especially since the S23 came with a tablet, which I already own.

Since September 15th was the last day of the promotion, I made sure to order both phones online on that day. Part of the process required me to register the phones on Samsung’s promotions page, where I had to provide proof of purchase and the IMEI numbers for both phones. I used the contract I received via email from Odido as my proof of purchase, and at the time, this was accepted.

Here’s where it gets complicated:

• A few days after ordering, I went to the store to pick up the phones and paid the remaining amount in person. With the phones in hand and all the required info, I filled out the claims for both watches on Samsung’s site.
• For one phone, my claim was approved, and I received the watch a few weeks later.
• However, for the second phone, the claim kept getting rejected.

I’ve spent hours on customer service chats, and it's been incredibly frustrating. Initially, Samsung’s system accepted the contract I provided as proof of purchase. But then, for the second phone, they suddenly decided they needed an invoice instead, which was never mentioned before.

The issue is that the invoice I received from the store has a date a few days after the promotion ended, because it took me a few days to physically pick up the phone. I’ve explained this several times, but Samsung continues to reject the claim because the invoice date falls outside the promotion window—even though my original contract clearly shows I ordered the phones within the promotional period.

At one point, I was even told the reason for rejection was that the IMEI photo wasn’t clear. I took new, clear photos of the IMEI and resubmitted everything, but the claim was still rejected. It just feels like Samsung is making this process so difficult that people eventually give up on claiming their free watch. Honestly, it’s really damaging for their brand image.

To make matters worse, I’ve also called Odido several times. They’ve told me that the issue is entirely with Samsung and that they have thousands of customers facing the exact same problem! It seems like a widespread issue that’s causing frustration for a lot of people.

I followed every step and provided everything they asked for, but now it feels like I’m hitting a brick wall. I fully expect Samsung to resolve this issue since I have every right to receive the watch as the phone was sold to me with this promotional offer. I’m also looking for any advice on what else I can do to get this resolved.

Has anyone else experienced something similar? Any advice on how to get this resolved? This entire process has been exhausting and has made me question whether I should continue investing in Samsung products.

Thanks for reading. Any tips or similar experiences would be greatly appreciated!

[Patrick]

Hello,

Could you please post your registrationnumber? Than a moderator can see what the problem is and get back to you.

[agnes2024]

last numbers i got for "problematic" registration is NLD15007895ZDNS and NLD15079605DKVW

for this one there was also ticket created: PRM-53538

number of other phone, that had no problem with exactly same info uploaded is: NLD14887789VCCH

[Patrick]

Thank you for providing the information needed to look into this matter.

[Alice]

Hi @agnes2024,

Thank you for contacting us about this. I have reviewed the registrations you have provided and the ticket that was opened for this and I understand your confusion. My colleague from the promotions department is currently looking into this for you. When I have more information, I will let you know.

Regards,

Alice

[Alice]

I just heard back from my colleague. The document you originally provided was not an invoice, but of your contract with Odido. You must have also received an order confirmation or something similar, probably on the 15th, maybe on the 16th. The second document you provided does not fall into the purchase period, so I suggest that you go through your e-mail and account from Odidio and then use the link in the rejection mail to change your registration.

Regards. Alice

[agnes2024]

Hi all,

Unfortunately, I’m back with another update, and I have to say this whole situation is getting even more frustrating.

I’ve just received a response from Samsung, and they’re now telling me that the document I provided—the contract with Odido—doesn’t count as an invoice or valid proof of purchase.  Even though it was totally fine for another phone I've ordered! interesting. They’re suggesting I need to provide an order confirmation from around the time I purchased the phones, likely on September 15th or 16th. However, the second document I provided (the invoice from the store) is being rejected because it’s dated after the promotion period.

The problem is, I’ve combed through my emails, and there’s no other confirmation besides the contract from Odido that I received on the day I placed the order, which clearly states I bought the phones within the promotion period. Samsung isn’t acknowledging that the delay in the invoice was simply due to me picking up the phones a few days later, not placing the order late. I explained all this, but they still seem stuck on the technicality of the invoice date.

At this point, it feels like I’m hitting dead end after dead end, and this process is just making it harder for customers to claim what they were promised. I believe that both Samsung and Odido, as partners in this promotion, should align their procedures and communication instead of leaving customers to navigate this confusing mess on their own.

I’m at a loss—has anyone else been through something similar? How did you manage to get this resolved? Any advice would be really appreciated, because I don’t know what more I can do.

Thanks again for your help!

[agnes2024]

I want to take a moment to express just how disappointed I am with the support I’ve received from Samsung during this entire process. I’ve invested in their products for years— TVs, microwaves, ovens, washing machines, and dishwashers— and I’ve always appreciated their quality. However, if this is how they handle customer issues nowadays, I think this will be my last purchase from them.

It’s disheartening to see a brand I once trusted struggle to support their customers effectively.

[Alice]

You have indeed correctly summarized what I told you above. There are certain rules that need to be adhered to and we cannot use a contract with your provider as a proof of purchase. Aside from that, there are also other rules, such as the purchase needing to be made within the period of the promotion. I am happy to hear that your other registration was approved, but if everything was the same, then that was likely a mistake on our part. 

Regards,

Alice

[agnes2024]

So what I supposed to do? As I said ( like hundreds of times via different channels) only document I received is the contract. Don't you think something is wrong in samsung agreement with odido where thousands of customers are being mislead and brought into this absurd situation?