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Trevor B

1 reviews | Active since Sept 2021

22 Sept 2021, 16:15

Samsung Buy & Get Promo / Altron (Almost a year of fighting & no vouchers received yet. 2 x R5000 vouchers due value of R10000 as per promotion)

I am highly frustrated with the Buy & Get promo Samsung had on certain high end premium phones when they do not want to honor their own promotion. This has been an ongoing fight since the end of 2020. Please advise a way forward to claim the vouchers as a matter of urgency. I feel this is ****************!!

I upgraded one of my many Vodacom contracts in November 2020 and purchased a 2in1 deal for two premium Samsung Galaxy Z Flip smartphones. These handsets were meant to earn a R5000 Samsung Online store voucher for each handset aka R10000 vouchers to be used on the Samsung online store.

The promo team had requested me, to send photos of the Imei numbers on the physical handsets. This was not possible as I used my two phones as corporate gifts for a company who really assisted me through the hard lockdown in 2020. I was not made aware of this reward offer until my upgrade was officially processed almost two weeks later due to a system issue with Vodacom.

I did the upgrade at Vodacom World on 14/11/2020. They encountered system issues with the deal sheet number and after staying after hours on a Saturday afternoon the upgrade was processed manually. (I can forward the original manual documents if required)

Eventually the official documents and upgrade deal was officially processed on 20/11/2020. (I can forward the original printed documents if required)

After numerous calls to Vodacom to retrieve my original till slip for the 2 premium Samsung Z Flip handsets I had to go back to Vodacom World again myself to get the receipt reprint (I can forward the original receipt if required) on 30/11 when I was advised to apply for the Samsung Buy & Get Promo by the Samsung promo team at Vodacom world.

The issue being by then I had handed over the two phones as corporate gifts the week before I was made aware of the promo and received my official receipt, so I did not physically have the handsets to take photos of the two imei's.

I purchased these two premium phones on my upgrade legitimately which is on the official receipt and documentation I have available. I find it appalling that Samsung will not honor their promo vouchers due to imei photos only while I have the official receipt. The plan was to use the vouchers to purchase another Samsung phone or product for myself.

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Replies (5)
Samsung South Africa
Samsung South Africa's reply22 Sept 2021, 16:26
Official
 Good day Trevor,

Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused. 

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. 

Regards, 
Samsung 
SS 
TB
Trevor B's update23 Sept 2021, 16:06
Reviewer Update
I mean how useless is the response I get. Samsung call centre connect to put me through to the buy & get department so they can tell me they can't assist without the photos (facepalm).. Did anyone actually read the complaint or is it just easier to keep passing the story on to the next person and in the end the only person being *****ed over is the user.

PLEASE PLEASE PLEASE escalate the query to someone senior and competent that can actually make decisions and have some progress on this query!!!!!
Samsung South Africa
Samsung South Africa's reply27 Sept 2021, 08:55
Official
Good morning Trevor,

Your concerns have been duly noted 
 
We have addressed your concerns in the order they were raised, and our Voice of Customer Advisor we'll be in contact with you. 
 
Thank you for your patience and understanding. 
 
Kind Regards, 
SamsungZA 
NM  
TB
Trevor B's update02 Oct 2021, 19:26
Reviewer Update
Someone called me to see how I feel about the response of the query... Ummmm really? What response, just promises someone will get back to me so the following person can call to tell me they will get someone to get back to me.. Sounds like a circle of lies hoping the client will give up and just leave it which too many people seem to do. Where is a senior manager that can actually make a decision on queries??
TB
Trevor B's update17 Oct 2021, 12:18
Reviewer Update
I see clearly that Samsung will just not honor the offers which is such a disappointment. The more I see other people complaining I realize what a poor service company Samsung is. Week after week and just no response due to *********** staff & management. Absolutely shocking, back to the next manufacturer.