Samsung E-Commerce Support [Need Advice] Taken around 6 Months and Counting to Get a Phone I Ordered Online

LDHM868 on 24/06/2021 - 12:17
Last edited 24/06/2021 - 12:20

Hi everyone.

I purchased a phone [Samsung S21 Ultra Titanium edition] from the Samsung online store back in Feb 11, 2021. It was purchased using a coupon code. As it was a limited edition phone it was advised to take up to 5 weeks. (Fair enough)

The phone was then received in March and within a week there were dead pixels on the screen.

I took it to a samsung store and they sent it in for evaluation and determined it was an 'ELF' issue (I assume an issue from factory?)

Anyway, I was told to send back the phone to them to which they received back on the 6th of May, I received the following email on then 7th of May advising it would be ready in 5 weeks time.

5 weeks later, I had not received an update from them at all so I contacted them and it appears they had forgotten the order.

Between now and then I have had to call up to get an update from them to which I keep getting the same response as it is delayed due to it being a custom phone as such.

I finally managed to get ahold of someone from Australia who told me he thought the order was 'sorted' and I had already received my phone. Since then has been 3 weeks more and he has now pushed me back to the E-commerce store and advised that they are waiting for updates on regarding stock.

I have been so patient in trying to get a new phone from back in Feb and have been thrown around so much and spent around 6 hours just on the phone chasing for updates over the close to 6 months.

I have requested to change the order to just a normal edition version of the phone and they said it wasn't allowed and that they can't provide any solutions due to the terms and conditions of the coupon code I used.

Has anyone had similar experiences and were able to get this resolved?

Can anyone point me in the right direction to get this sorted?

Any help would be appreciated. Thanks in advance.

It has been very frustrating experience to say the least.

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Comments

  • Clear on 24/06/2021 - 12:22
    +4

    That's a major problem under ACL. Time to ask for a refund. You have that right.

    https://www.accc.gov.au/consumers/consumer-rights-guarantees…

    • DHM868 on 24/06/2021 - 18:28

      I was really hoping to not have to resort to this since I really do like their phones, but the support from the company has been shocking. Thanks for the advice

  • AndyC1 on 24/06/2021 - 12:22
    +1

    Google "formal complaint Samsung Australia" and find the samsung page that details the process and make a formal complaint.

    • DHM868 on 24/06/2021 - 18:29

      I will give this a try.

      Do you know if this will push them to resolve the issue?

      Thanks for your response.

      • AndyC1 on 24/06/2021 - 18:49
        +1

        If you use the proper press he docs on the process should tell you how long it will take for Samsung to call you. If you leave it to support then it will go onto the "I ticked the customer complaint box" and it then goes on the slow boat to Argentina.

        It once a human gets involved at Samsung they will be able to hassel internally. You need to make sure you get a timeline of when Samsung will get back to you, 24 or 48 hrs and if not then you need to find out who you call to chase up the complaint.

        Once you get a human involved ask for a refund if you want that instead of a replacement/fixed/new phone. Make sure you know what you want and stick to it.

  • Muzeeb on 24/06/2021 - 12:47
    -4

    Can anyone point me in the right direction

    In the future just order a normal phone.

    I just looked up this phone. It's just a special colour (which is probably covered by a case). I was expecting the shell to be legit titanium.

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