Samsung customer services, appalling

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Stephen
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Samsung customer services, appalling

Post by Stephen »

As a treat to myself I ordered a new mobile phone from Samsung.
I have never paid big money for a mobile phone until now.
I wanted something that would take better images, be up-to-date etc..
My original research pointed me to a Samsung Galaxy S20 (about £700) which is big money for me but I ended up buying a Samsung Galaxy S21 Ultra (£1149) massive money for me but the offer was also interest free credit.
It was ordered through Samsung on 23 Oct 2021 and received 25 Oct 2021 (next working day).
When it arrived I was initially afraid to open the package but I eventually did.

I went through the process of setting it up including my wi-fi, passcode etc.. then there was an update which I downloaded and installed.
After the update the passcode would not work. The passcode was a shape drawn joining dots in a square of 9 dots. The easiest shape was a Z and easiest to remember.
I spoke to customer services and initially they wanted £60 to repair it, I wasn't having that seeing as it was barely a day old.
Eventually it was agreed to send it back and receive a replacement mobile phone.
I asked how long it would take and I was told 7-10 working days from the collection date. This seemed a long time but I accepted it.

I received the original phone on Monday 25th October and it was collected (organised by Samsung) on Wednesday 27th October.
Now 10 working days after collection was Wednesday 10th November.
On the 10th I emailed customer services. I emailed Samsung with images of the collection details and a photo of those details including the returns label.
They emailed back and asked me for the tracking number which I did not have.
So I phoned DPD and quoted the collection number and answered security questions and they gave me the tracking number.
I emailed Samsung again on the 11th November with the addition details of the tracking, which read.
Collected 27 Oct 2021 at 12:46
28 Oct 2021 11:20 DPD Your parcel has been delivered and received by SIKORA
28 Oct 2021 11:30 DPD Your parcel has been delivered and received by SAMSUNG

I also email Samsung on 12th November: (I quote)
Seeing as Samsung arranged the collection it is up to Samsung to follow through.
However, I contacted DPD today and got a tracking number which states that Samsung received the parcel on 28/10/2021
This is outside the 7-10 working days as specified for my replacement Galaxy S21 Ultra.

Tracking No: (given)

28 Oct 2021 11:30 DPD Your parcel has been delivered and received by SAMSUNG
28 Oct 2021 11:20 DPD Your parcel has been delivered and received by SIKORA

I also telephoned Samsung this morning who confirmed receiving the parcel.
An internal email was sent to expedite my delivery.

So where is my replacement mobile phone ?
Other emails have been received and replies sent.
Today (19th) it is now 17 working days and still no replacement phone.
I spoke to Samsung again today and they are waiting for internal details so that Samsung can send the replacement.
The current status is "processing" but no details of when it will be sent.
I was told that I will receive an email when the mobile phone is sent together with a tracking number.

I emailed Samsung again seeking compensation: (I quote)
Dear Samsung

19 November 2021

I will be seeking a gesture of good will of £180.00 (minimum) + compensation for the inconvenience.
This figure is based on the difference of the original paid amount of £1149.00 and the current Black Friday deal amount of £969.00
£1149.00 less £969.00 = £180.00 plus any other suitable compensation (gesture of good will).

The original order for my Galaxy S21 Ultra was placed on 23 Oct 2021 and received 25 Oct 2021
It was returned on 27 Oct 2021 (just 2 days) and received by Samsung on 28 Oct 2021.

I was originally told to wait 7-10 working days (from the collection date) for my replacement Galaxy S21 Ultra mobile phone.
It has now been 17 working days and the new order is still “processing”.
The new order number is: order number quoted (according to the website)

The original Galaxy S21 Ultra mobile was delivered the next working day, why wasn’t the replacement sent out earlier (I’m still waiting for the replacement).
As I previously mentioned the status of my replacement Galaxy S21 Ultra mobile is still “processing”.

I am astonished that a big company such as Samsung are not as well organised as I would hope.
To save time and further delays here is my bank details:

Bank details given

Thank you
Stephen James
I had a reply: (quote)
Samsung wrote: Hi Stephen,

Thank you for your response.

Kindly inform us once you have received your replacement for us to discuss about your compensation.

I appreciate your patience and understanding. Please reply to this email if there’s anything else that we can help you with. We will always be glad to assist you.

Kind regards,

Janzel
Samsung Shop Support Team
I have never had such a bad experience with a company's customer services.
If quoted 7-10 working days then I would expect delivery within that time period.
I will keep my fingers crossed and hope it is eventually delivered next week.

:@ :@ :@ :@ :@
6 foot (550L) - Rio Negro themed
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Re: Samsung customer services, appalling

Post by Stephen »

I have just received another email from Samsung, sent 21:07 today (I quote)
Samsung wrote: We'll deliver your Samsung parcel on
MONDAY
22nd November 2021

We will send your 1 hour time slot as soon as your parcel leaves the local depot, this is usually by 11:00am.
That will be 18 working days since collection and not the 7-10 working days as previously specified.
Hopefully a result at last.
6 foot (550L) - Rio Negro themed
9 x sub-adult Biotodoma Cupido, 49 x Hemigrammus bleheri, 40 x Paracheirodon axelrodi, 14 x Corydoras duplicareus, 8 x Corydoras burgessi, 2 x Hypancistrus inspector L102

2 foot (120L) - Breeding tank (temporary stocked with 15 x Hemigrammus ocellifer)
re-vamped, re-planted and getting ready

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Re: Samsung customer services, appalling

Post by Martinspuddle »

Now, now @Stephen you must patient. We all know there's Brexit, Covid - 19, Chinese threatening war, climate change, French fishermen, no HGV drivers, Insulate Britain, leaves on the lines, Lukashenko gas supply threats, MP's second jobs, Mr. Putin up to something, North Korean hackers and the American president is asleep in the Oval office.

...all causing delays to you. :dodgy2:
WARNING - DO NOT BREED, FEED OR PET THE PUDDLE! :dodgy2:
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Re: Samsung customer services, appalling

Post by Stephen »

I have just received another email (and text).

My delivery will be TODAY between 13.00-14.00 :)
6 foot (550L) - Rio Negro themed
9 x sub-adult Biotodoma Cupido, 49 x Hemigrammus bleheri, 40 x Paracheirodon axelrodi, 14 x Corydoras duplicareus, 8 x Corydoras burgessi, 2 x Hypancistrus inspector L102

2 foot (120L) - Breeding tank (temporary stocked with 15 x Hemigrammus ocellifer)
re-vamped, re-planted and getting ready

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Re: Samsung customer services, appalling

Post by Stephen »

It arrived at 2.00pm today ::thumb::
6 foot (550L) - Rio Negro themed
9 x sub-adult Biotodoma Cupido, 49 x Hemigrammus bleheri, 40 x Paracheirodon axelrodi, 14 x Corydoras duplicareus, 8 x Corydoras burgessi, 2 x Hypancistrus inspector L102

2 foot (120L) - Breeding tank (temporary stocked with 15 x Hemigrammus ocellifer)
re-vamped, re-planted and getting ready

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Re: Samsung customer services, appalling

Post by Martinspuddle »

Stephen wrote: Sat Nov 20, 2021 14:20 pm It arrived at 2.00pm today ::thumb::
YAY! :D
WARNING - DO NOT BREED, FEED OR PET THE PUDDLE! :dodgy2:
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Re: Samsung customer services, appalling

Post by Tycho »

Will be expecting an influx of pictures 😁

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Re: Samsung customer services, appalling

Post by LookoutTrout »

Tycho wrote: Sat Nov 20, 2021 18:08 pm Will be expecting an influx of pictures 😁
If he doesn't break this one as well. :tongue:

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Re: Samsung customer services, appalling

Post by Stephen »

The phone is set up, updated and no errors this time :)
6 foot (550L) - Rio Negro themed
9 x sub-adult Biotodoma Cupido, 49 x Hemigrammus bleheri, 40 x Paracheirodon axelrodi, 14 x Corydoras duplicareus, 8 x Corydoras burgessi, 2 x Hypancistrus inspector L102

2 foot (120L) - Breeding tank (temporary stocked with 15 x Hemigrammus ocellifer)
re-vamped, re-planted and getting ready

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Stephen
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Re: Samsung customer services, appalling

Post by Stephen »

The phone is set up, updated and no errors this time :)
6 foot (550L) - Rio Negro themed
9 x sub-adult Biotodoma Cupido, 49 x Hemigrammus bleheri, 40 x Paracheirodon axelrodi, 14 x Corydoras duplicareus, 8 x Corydoras burgessi, 2 x Hypancistrus inspector L102

2 foot (120L) - Breeding tank (temporary stocked with 15 x Hemigrammus ocellifer)
re-vamped, re-planted and getting ready

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