Extremely Poor Service on Samsung A36 G5 Promotion – Still No Watch or Earbuds

I recently purchased the Samsung A36 G5 through MTN specifically because of the promotion offering a free Samsung watch and earbuds. I followed all the instructions, manually claimed the items through the Samsung Members app, and received confirmation that my claim was successful. The app stated delivery would take 7–14 days.

Instead of receiving my parcel, I suddenly got a notification saying the items were delivered – but nothing ever arrived. I don’t have a tracking number, so I couldn’t trace the parcel myself.

I emailed Samsung for assistance and received no response. I then phoned the promotions team, waited on the line for more than 5 minutes, and no one assisted me. I tried Samsung’s live chat, where the consultant simply redirected me to the same numbers I had already tried. They also gave me an additional number, which turned out not to be available at all.

I left it for two days and tried again. Still no answer. I then returned to live chat, only to be sent in another loop back to email and the same phone numbers. I explained that I had been calling, mailing, and trying every channel with no success. Only after I said I would take the matter to HelloPeter did the agent say it would be “escalated”. A few seconds later, I was kicked out of the chat and couldn’t reconnect with that assistant.

As a lifelong Samsung customer, this level of service is completely unacceptable. The promotion was one of the main reasons I chose this device, yet I have received neither the promised items nor proper support from Samsung. I am extremely disappointed and expect this to be resolved urgently.