As others have said, Samsung's web and app stores are trash. I had massive issues even signing in on the 17th when pre-orders went live, but did manage to place my order. However, it turns out that the Samsung store site secretly caches your previous shipping addresses, regardless of the address listed in your Samsung Account, so when I pre-ordered it ended up using an incorrect (and way out of date) shipping address. Billing address was fine, though.
I didn't notice there was any issue until I received the shipping notifications, at which point I immediately called Samsung, starting what turned out to be 10+ hours on the phone with what seems to have been all of Samsung's support teams: e-commerce, sales (which is different?), technical support, phone support, and account support, not to mention chat support when I was in a call for work.
Each step of the way they said it was "out of their hands" to change a delivery address after it's been shipped, but that UPS can do it. I called UPS, they said that due to how Samsung places shipping orders, they make it impossible to change addresses without Samsung actually calling UPS to confirm that the address should be changed.
I called Samsung back to try and explain this, and was told by several different reps that they would put me on hold and call UPS -- each time I ended up being "disconnected" or transferred to a different team, which is how I ended up talking to the account, phone, and technical support teams, who all immediately transferred me back to e-commerce once I had spent the 10 minutes needed to provide all my information and explain what had happened.
Last night the person working tech support explained that I should call back the next morning so I'd be able to talk to the US e-commerce support team. I did, and they gave me the same line about putting me on hold to call UPS, where I promptly got disconnected again.
This afternoon on my last solo call with Samsung support, one of their reps finally acknowledged that they cannot change any information about an order after it has been shipped, and though UPS might be capable of doing something they won't call UPS to sort anything out. He admitted that each time I was told I had any options besides refusing delivery I was being lied to in order to placate me. The only option I ever had was to refuse delivery, wait 10 business days to wait for a refund, and then place a new order.
I don't have access to my old address so I can't personally refuse a delivery, UPS has no options for that on their app on their site. It's not like UPS or FedEx actually cares who signs for a package, so it was almost certain that my order would take a walk as soon as it was delivered.
So, I called UPS again and explained that I needed to refuse delivery on the packages, and he needed confirmation from the shipper that the information I was providing was correct, so we had to call Samsung support together to even stop the delivery. That was the only part of Samsung's support process that worked even remotely well.
The folks on Samsung's support lines seem to have been trained to deflect rather than try and solve problems, and I get the distinct impression that Samsung doesn't really care about their customers once they've gotten their money.
I've been using Samsung phones since the S7, was pretty deeply integrated into their ecosystem with SmartThings and whatnot, but I can't justify giving them any more money.
It's a bummer, and I was really looking forward to the S24U. From other posts on this thread it sounds like I might be happier sticking with my S22U for the time being.... but after that, I have no idea.
What would you all have done in this situation?
I didn't notice there was any issue until I received the shipping notifications, at which point I immediately called Samsung, starting what turned out to be 10+ hours on the phone with what seems to have been all of Samsung's support teams: e-commerce, sales (which is different?), technical support, phone support, and account support, not to mention chat support when I was in a call for work.
Each step of the way they said it was "out of their hands" to change a delivery address after it's been shipped, but that UPS can do it. I called UPS, they said that due to how Samsung places shipping orders, they make it impossible to change addresses without Samsung actually calling UPS to confirm that the address should be changed.
I called Samsung back to try and explain this, and was told by several different reps that they would put me on hold and call UPS -- each time I ended up being "disconnected" or transferred to a different team, which is how I ended up talking to the account, phone, and technical support teams, who all immediately transferred me back to e-commerce once I had spent the 10 minutes needed to provide all my information and explain what had happened.
Last night the person working tech support explained that I should call back the next morning so I'd be able to talk to the US e-commerce support team. I did, and they gave me the same line about putting me on hold to call UPS, where I promptly got disconnected again.
This afternoon on my last solo call with Samsung support, one of their reps finally acknowledged that they cannot change any information about an order after it has been shipped, and though UPS might be capable of doing something they won't call UPS to sort anything out. He admitted that each time I was told I had any options besides refusing delivery I was being lied to in order to placate me. The only option I ever had was to refuse delivery, wait 10 business days to wait for a refund, and then place a new order.
I don't have access to my old address so I can't personally refuse a delivery, UPS has no options for that on their app on their site. It's not like UPS or FedEx actually cares who signs for a package, so it was almost certain that my order would take a walk as soon as it was delivered.
So, I called UPS again and explained that I needed to refuse delivery on the packages, and he needed confirmation from the shipper that the information I was providing was correct, so we had to call Samsung support together to even stop the delivery. That was the only part of Samsung's support process that worked even remotely well.
The folks on Samsung's support lines seem to have been trained to deflect rather than try and solve problems, and I get the distinct impression that Samsung doesn't really care about their customers once they've gotten their money.
I've been using Samsung phones since the S7, was pretty deeply integrated into their ecosystem with SmartThings and whatnot, but I can't justify giving them any more money.
It's a bummer, and I was really looking forward to the S24U. From other posts on this thread it sounds like I might be happier sticking with my S22U for the time being.... but after that, I have no idea.
What would you all have done in this situation?