1 reviews | Active since Oct 2014
Overdue Promotional Voucher for Galaxy Device Purchase
I am writing to express my frustration regarding the delayed issuance of our promotional voucher for the Galaxy device we purchased in November 2024. Despite numerous communications via email throughout November and December 2024, we have yet to receive our voucher.
On Friday, January 10, 2025, I spoke with one of your agents, who confirmed receiving our IMEI via email. She assured me that we would receive a verification email either on the same day or by Monday, January 13, 2025. However, as of today, January 15, 2025, we have not received any email.
I have made multiple attempts to contact your Promotions department via phone, holding the line for extended periods on January 14, 2025 (1 hour 8 minutes 41 seconds, 35 minutes 22 seconds, 10 minutes 52 seconds, 3 minutes 49 seconds, and 16 minutes 9 seconds). I also attempted to call again today, January 15, 2025, holding the line for 18 minutes 30 seconds.
We are extremely dissatisfied with the ineffective communication and delay in receiving our promotional voucher. We urge you to resolve this matter as soon as possible and provide us with our voucher without further delay.
We appreciate your prompt attention to this matter, and we look forward to hearing from you soon.
Sincerely
We have noted your concerns, and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
^NM
We have noted your concerns, and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
^NM
To improve the customer experience, I suggest introducing a callback option. This would allow customers to request a callback at a convenient time, rather than waiting on hold for extended periods.
Regarding the WhatsApp channel, I experienced significant delays in receiving responses. It would be beneficial to implement a more efficient system that allows agents to respond in a timely manner. Additionally, I was not provided with the option to rate the service, despite being informed that this would be available.
Overall, the level of service I received was subpar, and I hope that you will take immediate action to address these issues and improve the customer experience.
To improve the customer experience, I suggest introducing a callback option. This would allow customers to request a callback at a convenient time, rather than waiting on hold for extended periods.
Regarding the WhatsApp channel, I experienced significant delays in receiving responses. It would be beneficial to implement a more efficient system that allows agents to respond in a timely manner. Additionally, I was not provided with the option to rate the service, despite being informed that this would be available.
Overall, the level of service I received was subpar, and I hope that you will take immediate action to address these issues and improve the customer experience.
The ultimatum stating that the matter would be closed if I failed to respond is concerning, as it suggests that your system may require an overhaul. Who know if you called the right number. Ii sent a screenshot of my missed calls for the week on the email.
To reiterate, I received no incoming call, and my attempts to call back the provided number were unsuccessful.
The ultimatum stating that the matter would be closed if I failed to respond is concerning, as it suggests that your system may require an overhaul. Who know if you called the right number. Ii sent a screenshot of my missed calls for the week on the email.
To reiterate, I received no incoming call, and my attempts to call back the provided number were unsuccessful.