Samsung EPP Refusing to Cancel or Return My Samsung Z Fold5

LJMokha on 05/10/2023 - 14:04
Last edited 05/10/2023 - 14:55

Hi,

Just wanted to confirm if anyone has come across this, I placed my order on Samsung EPP for Z Fold5 for the Online Exclusive Blue colour.

I wanted to add Samsung Care+ so I placed another order with Samsung Care+ and tried to cancel the first one. But, the Samsung support team is saying that they can't cancel or return the order as it is an Online Exclusive order.

I'm just stuck with 2 phones at the moment and wondering if this happened to anyone else?

For reference, this is the online exclusive I'm talking about:
https://www.ozbargain.com.au/node/799955

Change of mind policy says that I can still return it within 14 days of delivery:
https://www.samsung.com/au/estore/static/link_mindpolicy_p/

Why a pathetic customer service 🤦🏻‍♂️

Thank you.

Mobile Samsung

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Comments

  • bobbified on 05/10/2023 - 14:18
    +14

    Not sure what to say… but wouldn't it have been logical to try calling up to speak to them first before ordering the second one?

    Now you've ordered two phones, so you're going to get two phones! 🤣

    • JMokha on 05/10/2023 - 14:25

      I actually called them first and they said that they have raise the cancellation request, only then I went ahead and ordered the second one.

      When I checked again they said we have just escalated the issue but can't guarantee you anything.

      • bobbified on 05/10/2023 - 14:28
        +2

        aaah, a little impatient I see. I guess you can check their return policy after you get the phones… lol

        • JMokha on 05/10/2023 - 14:30
          +1

          Yea probably and it backfired 🤦🏻‍♂️

          Also, they had the bonus trade-in finishing on 4th Oct, the reason I placed the second order right after.

      • CyberMurning on 05/10/2023 - 14:48

        we have just escalated the issue but can't guarantee
        samsung = 1
        OP = 0

        • JMokha on 05/10/2023 - 14:52
          +1

          Lol, terrible customer support.

  • Tee Rex Arms on 05/10/2023 - 14:18

    Lol

  • Jimothy Wongingtons on 05/10/2023 - 14:23
    +2

    Can’t cancel custom order

    • capslock janitor on 05/10/2023 - 15:04

      what makes it custom

      • Jimothy Wongingtons on 05/10/2023 - 16:07
        +1

        iii. a Mobile Product that has been customised or made to order for a particular end user (e.g. an exclusive colour variant of a smartphone that is only being offered for sale on the Samsung Online Store and requires special production, etc.).

        idk you would think they would keep SOME on the shelf but i think this excerpt from the t+ c's is usually quoted by CS in the other threads.

  • Drakesy on 05/10/2023 - 14:23

    Lol

  • Fredfloresjr on 05/10/2023 - 14:26
    +1

    Flex your two FOLDING phones.

  • GooseLord on 05/10/2023 - 14:26

    could have just ordered it after you bought it here

    • JMokha on 05/10/2023 - 14:27

      They have it for 50% off if you order with the phone

      • JimmyF on 05/10/2023 - 16:02
        +3

        They have it for 50% off if you order with the phone

        How did that work out for you?

  • CyberMurning on 05/10/2023 - 14:47
    +1

    congrat for your two folds

  • Heaps for Cheaps on 05/10/2023 - 14:50

    If one phone is still new & sealed, try to sell it, cash only on pickup, no exceptions.

    • JMokha on 05/10/2023 - 14:52

      Yea probably the best option rn

  • CodeXD on 05/10/2023 - 14:51
    +2

    Two hands two phones

  • UnemployedDeveloper on 05/10/2023 - 14:56

    Use the second phone to start living a double life

  • capslock janitor on 05/10/2023 - 15:05

    I got blue phones, one for the plug and one for the load.

  • JimmyF on 05/10/2023 - 15:31

    I wanted to add Samsung Care+ so I placed another order with Samsung Care+ and tried to cancel the first one. But, the Samsung support team is saying that they can't cancel or return the order as it is an Online Exclusive order.

    Its a change of mind return, so it is up to the retailer if they will take it back.

    So as per the policy you are out of luck. Not that I agree with Samsung here, the exclusive colour isn't anything special other than it is only sold via Samsung. So unsure why you can't return a exclusive colour one, but can return say a black one.

    https://www.samsung.com/au/estore/static/link_mindpolicy_p/

    Mobile Product does not include:
    a Mobile Product that has been customised or made to order for a particular end user (e.g. an exclusive colour variant of a smartphone that is only being offered for sale on the Samsung Online Store and requires special production, etc.).

    .

    I'm just stuck with 2 phones at the moment and wondering if this happened to anyone else?

    I had deja vu reading this thread, as I'm sure I read the same thing a while ago with the same outcome before. Looks like you'll be selling one of the phones.

    • JMokha on 05/10/2023 - 23:18

      Ah! At least one relevant comment. Somehow I missed this, pretty tricky on Samsung's part to hide it there.

  • Ozbar Gain on 05/10/2023 - 21:15

    Order 50 more so that they would have to accept cancellations to get stock again

  • badg3rz on 06/10/2023 - 07:30

    Two phones, one for each ear

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