SO ANGRY...Samsung Customer Service FAIL!!

[laurmyer]

I received the email from Samsung as a former Note 7 owner for the Note 8 promotion. I ordered my new Note 8 and the two free gifts using the promotion. I was sent a phone with the wrong carrier. I contemplated sending just the phone back to exchange for a Note 8 with the correct carrier, but figured that would be too much for Samsung to actually get it right. I sent back the phone and the free gifts in the original box using the shipping label they sent me via email.
They took so long to process the return and my refund, that in the meantime, the promotion ended.
They received all the items I sent them in a timely fashion, just a couple days per the tracking number. After I knew they received the items, I called them and asked them to reinstate my eligibility for the promotion so that I could purchase the correct Note 8. Of course, they were unable to do that, so the waiting game began. I called every few days to see if they could reinstate my eligibility, which of course they said they could not. They said it would take 10 to 14 days to reinstate my eligibility and issue the refund. FYI, I did not need the refund to purchase a new Note 8. I waited the full 14 days and still did not receive a refund. I also did not get my eligibility reinstated. It's been over a month now and yesterday I was finally able to order the Note 8 but, they only allowed $300 trade in for my S7 Edge versus the $425 trade in with the promotion. The customer service representative said that after I ordered my phone, I could call back with my order number and get a refund issued for the difference immediately. Well, of course, they said they were unable to do that and had to escalate my situation and that a manager would email me shortly. Over 24 hours later I still do not have an email from a manager. I was also told that I would be able to order my two free gifts, but that that would take up to 15 days before I could do so. As you can see. I'm still in the thick of this customer service nightmare with Samsung. I should also mention that I have talked to them on the phone over 28 times because half of those times I could not understand the person on the other end due to their thick accent. Not sure where the phone raps are located, but I could not understand them at all. This has been by far, the absolute worst customer service experience of any kind I have ever experienced in my entire life. I'm completely dissatisfied with Samsung's handling of my situation and it has completely ruined my excitement over getting a new Note 8, especially after all the Note 7 nightmare.

 

[Ca_lvn]

Look back through the Samsung pre-order thread Samsung Direct I posted a link for corporate office president email and phone number, go right to the top with your problem don't waste your time with customer service.

 

[Brew Swayne]

I was sent a phone with the wrong carrier. I contemplated sending just the phone back to exchange for a Note 8 with the correct carrier, but figured that would be too much for Samsung to actually get it right. I sent back the phone and the free gifts in the original box using the shipping label they sent me via email.

So you received the phone and free items and sent all of them back? Why? If you felt that a 1 for 1 exchange of the phone alone would be too complicated for them to handle, why on earth would you think that they could adequately handle something even more complicated like re-activating your promotion eligibility?

I'm not trying to suggest that you didn't get a raw deal here, but I'm not sure you made the smartest choice by sending everything back instead of just dealing with the phone issue itself.

Hope you're able to get this resolved though.

 

[nizmoz]

So you received the phone and free items and sent all of them back? Why? If you felt that a 1 for 1 exchange of the phone alone would be too complicated for them to handle, why on earth would you think that they could adequately handle something even more complicated like re-activating your promotion eligibility?

I'm not trying to suggest that you didn't get a few deal here, but I'm not sure you made the smartest choice by sending everything back instead of just dealing with the phone issue itself.

Hope you're able to get this resolved though.

If you read you would know why. She can't use the phone she received since it was for the wrong provider that Samsung sent. She had no choice but to send it back.

 

[Gray Area]

I received the email from Samsung as a former Note 7 owner for the Note 8 promotion. I ordered my new Note 8 and the two free gifts using the promotion. I was sent a phone with the wrong carrier. I contemplated sending just the phone back to exchange for a Note 8 with the correct carrier, but figured that would be too much for Samsung to actually get it right. I sent back the phone and the free gifts in the original box using the shipping label they sent me via email.
They took so long to process the return and my refund, that in the meantime, the promotion ended.
They received all the items I sent them in a timely fashion, just a couple days per the tracking number. After I knew they received the items, I called them and asked them to reinstate my eligibility for the promotion so that I could purchase the correct Note 8. Of course, they were unable to do that, so the waiting game began. I called every few days to see if they could reinstate my eligibility, which of course they said they could not. They said it would take 10 to 14 days to reinstate my eligibility and issue the refund. FYI, I did not need the refund to purchase a new Note 8. I waited the full 14 days and still did not receive a refund. I also did not get my eligibility reinstated. It's been over a month now and yesterday I was finally able to order the Note 8 but, they only allowed $300 trade in for my S7 Edge versus the $425 trade in with the promotion. The customer service representative said that after I ordered my phone, I could call back with my order number and get a refund issued for the difference immediately. Well, of course, they said they were unable to do that and had to escalate my situation and that a manager would email me shortly. Over 24 hours later I still do not have an email from a manager. I was also told that I would be able to order my two free gifts, but that that would take up to 15 days before I could do so. As you can see. I'm still in the thick of this customer service nightmare with Samsung. I should also mention that I have talked to them on the phone over 28 times because half of those times I could not understand the person on the other end due to their thick accent. Not sure where the phone raps are located, but I could not understand them at all. This has been by far, the absolute worst customer service experience of any kind I have ever experienced in my entire life. I'm completely dissatisfied with Samsung's handling of my situation and it has completely ruined my excitement over getting a new Note 8, especially after all the Note 7 nightmare.

Wow, sorry your dealing with with all this. I've been hearing bad customer service stories about Samsung lately, it's disheartening. That's why I always go through my carrier for phones and my appliances are covered under our home warranty. Nevertheless, Samsung needs to get it together, they make awesome products, they should match that with awesome customer service. That's how you retain repeat customers for life.

 

[103Softail]

Hey 14 days....24hrs.....lots of phone calls......omg you're dealing with a major company, do you think you are their only customer? I'd say your time frames are quite "short" and quite acceptable and I also agree with earlier post - why the hell did you send all the "gifts" back??

 

[sydneycooper1979]

Mod note: cleaned some posts. Let's keep the discussion civil and on topic please. No need to call each other out. Thank you.

 

[mia_xoxo]

I did read

Here is the break down:

You said: So you received the phone and free items and sent all of them back? Why? If you felt that a 1 for 1 exchange of the phone alone would be too complicated for them to handle, why on earth would you think that they could adequately handle something even more complicated like re-activating your promotion eligibility?

She said: I received the email from Samsung as a former Note 7 owner for the Note 8 promotion. I ordered my new Note 8 and the two free gifts using the promotion. I was sent a phone with the wrong carrier. I contemplated sending just the phone back to exchange for a Note 8 with the correct carrier, but figured that would be too much for Samsung to actually get it right.

Fact is, she was sent the wrong phone, and had to send it back. Why wouldn't she?

I believe their asking why would the OP send the gifts back and not just the phone since that was the issue..you know like a 1 to 1 exchange. The OP stated that they felt that-that alone would be to much to handle but still added more to process by expecting the promotion to be honored when they sent back their gifts.

If you read into what they wrote context clues gives that away, looks like there was a misunderstanding.

 

[Brew Swayne]

I believe their asking why would the OP send the gifts back and not just the phone since that was the issue..you know like a 1 to 1 exchange.

Winner winner chicken dinner. I thought it was pretty evident here...

I'm not sure you made the smartest choice by sending everything back instead of just dealing with the phone issue itself.

...but I guess not.


In short: Only return the item(s) that are either incorrect, damaged, or malfunctioning and keep the items that are correct and functioning properly.

OP definitely still has a legit claim, imo, I just think she overly complicated a relatively uncomplicated situation.

 

[nizmoz]

When you receive the phone with the gift, it's required that you send the gifts back with it.
It says it on the rules as part of the promotion.

 

[Aquila]

Mod note: cleaned some posts. Let's keep the discussion civil and on topic please. No need to call each other out. Thank you.

Folks need to read this. Trolls are destroying several threads today. Not sure if it's the moon or what, but needs to stop.

 

[Risley88]

Hi laurmyer,

Quick heads up, don't waste your time. Samsung US customer service and the experience is horrendous. I was going to have our attorney get involved but after researching all the pending suits currently filed I'm not wasting my time or money.

https://forums.androidcentral.com/s...-regarding-dust-under-screen.html#post6003696

just blast them on social media...

I received the email from Samsung as a former Note 7 owner for the Note 8 promotion. I ordered my new Note 8 and the two free gifts using the promotion. I was sent a phone with the wrong carrier. I contemplated sending just the phone back to exchange for a Note 8 with the correct carrier, but figured that would be too much for Samsung to actually get it right. I sent back the phone and the free gifts in the original box using the shipping label they sent me via email.
They took so long to process the return and my refund, that in the meantime, the promotion ended.
They received all the items I sent them in a timely fashion, just a couple days per the tracking number. After I knew they received the items, I called them and asked them to reinstate my eligibility for the promotion so that I could purchase the correct Note 8. Of course, they were unable to do that, so the waiting game began. I called every few days to see if they could reinstate my eligibility, which of course they said they could not. They said it would take 10 to 14 days to reinstate my eligibility and issue the refund. FYI, I did not need the refund to purchase a new Note 8. I waited the full 14 days and still did not receive a refund. I also did not get my eligibility reinstated. It's been over a month now and yesterday I was finally able to order the Note 8 but, they only allowed $300 trade in for my S7 Edge versus the $425 trade in with the promotion. The customer service representative said that after I ordered my phone, I could call back with my order number and get a refund issued for the difference immediately. Well, of course, they said they were unable to do that and had to escalate my situation and that a manager would email me shortly. Over 24 hours later I still do not have an email from a manager. I was also told that I would be able to order my two free gifts, but that that would take up to 15 days before I could do so. As you can see. I'm still in the thick of this customer service nightmare with Samsung. I should also mention that I have talked to them on the phone over 28 times because half of those times I could not understand the person on the other end due to their thick accent. Not sure where the phone raps are located, but I could not understand them at all. This has been by far, the absolute worst customer service experience of any kind I have ever experienced in my entire life. I'm completely dissatisfied with Samsung's handling of my situation and it has completely ruined my excitement over getting a new Note 8, especially after all the Note 7 nightmare.

 

[TheDonJ77]

I received the email from Samsung as a former Note 7 owner for the Note 8 promotion. I ordered my new Note 8 and the two free gifts using the promotion. I was sent a phone with the wrong carrier. I contemplated sending just the phone back to exchange for a Note 8 with the correct carrier, but figured that would be too much for Samsung to actually get it right. I sent back the phone and the free gifts in the original box using the shipping label they sent me via email.
They took so long to process the return and my refund, that in the meantime, the promotion ended.
They received all the items I sent them in a timely fashion, just a couple days per the tracking number. After I knew they received the items, I called them and asked them to reinstate my eligibility for the promotion so that I could purchase the correct Note 8. Of course, they were unable to do that, so the waiting game began. I called every few days to see if they could reinstate my eligibility, which of course they said they could not. They said it would take 10 to 14 days to reinstate my eligibility and issue the refund. FYI, I did not need the refund to purchase a new Note 8. I waited the full 14 days and still did not receive a refund. I also did not get my eligibility reinstated. It's been over a month now and yesterday I was finally able to order the Note 8 but, they only allowed $300 trade in for my S7 Edge versus the $425 trade in with the promotion. The customer service representative said that after I ordered my phone, I could call back with my order number and get a refund issued for the difference immediately. Well, of course, they said they were unable to do that and had to escalate my situation and that a manager would email me shortly. Over 24 hours later I still do not have an email from a manager. I was also told that I would be able to order my two free gifts, but that that would take up to 15 days before I could do so. As you can see. I'm still in the thick of this customer service nightmare with Samsung. I should also mention that I have talked to them on the phone over 28 times because half of those times I could not understand the person on the other end due to their thick accent. Not sure where the phone raps are located, but I could not understand them at all. This has been by far, the absolute worst customer service experience of any kind I have ever experienced in my entire life. I'm completely dissatisfied with Samsung's handling of my situation and it has completely ruined my excitement over getting a new Note 8, especially after all the Note 7 nightmare.

Hey laurmyer, check out my experience with Samsung CS. This is my post from another thread regarding Samsung CS and the note 8 promotion for prior note 7 users

Nope, never received a new promotional link, placed my order anyways to not miss out on the 425 credit. Probably made 15 calls to Samsung CS about the issue, emailed the CEO's office, all they did was forward my email to Samsung e-commerce, resent emails to the zendesk email address asking about the new link, no response, emailed Samsung CS about the issues, no response, was promised a new link to get the promotion regarding the free gift would be sent to me, never sent. I've CANCELLED my note 8 order with Samsung and might be getting rid of my S8+ as well.

That's not how you treat a loyal customer after the note 7 fiasco and their note 8 promo debacle. Extremely disappointing. I'm done with them for a while.

 

[jb4kats]

If you read you would know why. She can't use the phone she received since it was for the wrong provider that Samsung sent. She had no choice but to send it back.

He's not talking about the phone, he's asking why she sent the gifts back too if she just wanting to get the right carrier. Now I understand that she thought she was doing the right thing but if I were just exchanging the phone I would have kept the gifts but yes it's hard to deal with Samsung. Most of the time you get an overseas CS and can't understand them either and sometimes spend a long period of time on hold to boot only to not understand what they are saying. I know her frustration, I went through a similar issue last year with the Note 7. I hope she gets her phone. It is pretty awesome.

 

[nizmoz]

He's not talking about the phone, he's asking why she sent the gifts back too if she just wanting to get the right carrier. Now I understand that she thought she was doing the right thing but if I were just exchanging the phone I would have kept the gifts but yes it's hard to deal with Samsung. Most of the time you get an overseas CS and can't understand them either and sometimes spend a long period of time on hold to boot only to not understand what they are saying. I know her frustration, I went through a similar issue last year with the Note 7. I hope she gets her phone. It is pretty awesome.

Again, it's in the rules of the promotion by returning the phone you must return the gifts too or be charged for them. She did the right thing.

 

[JHBThree]

Again, it's in the rules of the promotion by returning the phone you must return the gifts too or be charged for them. She did the right thing.

If you're not keeping the device, you'd be correct. But swapping out for the correct device because of a Samsung mistakes means she could have only sent the phone back and been fine.

 

[nizmoz]

If you're not keeping the device, you'd be correct. But swapping out for the correct device because of a Samsung mistakes means she could have only sent the phone back and been fine.

It doesn't matter if you are swapping it or returning it. Read the damn rules.

 

[Blues Fan]

I emailed Samsung around 9/8 regarding my shipment because of Irma and it seemed to be lost in space at UPS, and just last week I finally got an automated email back from them LOL. Took 23 days.

Both times luckily I have had nothing screwy ordering from them, but next time I will probably just go with tmobile either buy in store or order from them. This note 8 order thing has been a total nightmare.

Of course my Note 7 return was a nightmare too, to the point I was ready to go to the local media and attorney general about it but after THREE months they finally issued my refund back to my card after giving Tforce one last shot.

Buying phones in general sucks. Either have to deal with the carrier, Best Buy which also can be a nightmare, or the manufacturer. Unlocked from Amazon or B&H is your best shot at getting the best service. The carriers have a monopoly going on. Either buy from them or deal with Sammy basically.

 

[Gary02468]

It doesn't matter if you are swapping it or returning it. Read the damn rules.

The rules say that if you're exchanging a product within 14 days due to a problem with the product, you have to include the original packaging and full contents. But where do they say that associated free gifts have to be returned too? It would make no sense for Samsung to want that.

 

[reinbeau]

The rules say that if you're exchanging a product within 14 days due to a problem with the product, you have to include the original packaging and full contents. But where do they say that associated free gifts have to be returned too? It would make no sense for Samsung to want that.

Exactly. Exchanging an incorrect phone doesn't trigger the need to return everything. As others have said, this complicated the situation. Samsung is pretty tone deaf on a lot of their offers, their customer service truly sucks, we had a nightmare television issue a year ago, came in broken, and it took a few phone calls to get the situation set right, but set right it was finally. You just have to persevere.