My email to Samsung(VP of customer service) :
Hello,
My name is Chris Noordzy. I have been a huge fan of Samsung products for a long time. I have had 5 different Note devices, even coming back to that platform after the issues with the Note 7. We've bought the Galaxy S series regularly for my wife. We've purchased 3 different Samsung tablets, including an S7+ last year. This year's S series looks amazing, including the S22 Ultra, an equivalent to the Note platform.
All of this made my most recent experience that much more heartbreaking. On Feb 15th I preordered the S22 Ultra and several accessories as part of the preorder package. On the 22nd I decided to order a second phone, the S22+ for my wife. I'm a Verizon customer, but I chose to go directly to Samsung because of my history with your products. This order was due to reach me by February 25th. Upon seeing that the order still hadn't shipped on the 25th I reached out to Samsung customer service. I spoke to a young lady named Renzelle. She said that it appeared my original order had been "stuck in the back end" in the system somewhere and that I should have received a confirmation email. I was told that she would mark it for the fulfillment team and I would get an email the following day.
I called on Sunday after not receiving a call on Saturday. A young lady then told me that there was an issue with the weather at the shipping centers.
I called on Monday as there was still no movement from processing to ready for shipment. I was told that it appeared that my phone was awaiting verification from Verizon to be able to upgrade. At this point, I called Verizon and they showed no orders pending. The Verizon Customer Service person conference called in a Samsung service person and we went over the whole situation. His name was Brian Sok. Brian informed the Verizon person and me that there was nothing wrong, the previous person had been incorrect and my order was set to be processed. He explained that the popularity of the product was leading to supply issues. While this was upsetting, I understood and accepted that I may not get my phone for a little bit. This conversation ended around 6 pm Monday evening.
At Approximately 8:30 that evening I received an email from Samsung that the entire order had been canceled. I was dismayed. Brian had assured me that everything had been fine with the order just hours beforehand. My Wife called Samsung immediately and spent 2 hours trying to figure things out with a young lady named Mary Acedo. To no avail, we are left with no phone on order. When trying to reorder and are unable to because my upgrade is still tied to some phantom order that is never coming. I've attempted to buy the phone through Verizon and I can't even do that.
I'm not sure how to move forward at this point. I've reached out to both Brian and Mary via email. Brian said he would build a cart and email it to me price-matching to get all the things that I was getting with the preorder. Mary said to order the phone and she would get me a voucher for the accessories later. But I can't do anything at this point because everything seems to be in limbo.
I fully understand delays. I work in the emergency room, we deal with delays all the time. But this issue was a comedy of errors, most of which could have been overcome with honesty from the beginning. I was told so many different things and I don't know which are true, but they all contradict.
I would love to continue to buy Samsung products, they're the best in their class, but this experience is making that a hard pill to swallow.
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