Samsung Fridge Promotion

<p>My sister recently purchased a Samsung Fridge. One of the motivators for choosing Samsung was their Buy and Get promotion - either a Protea hotel stay or SAA domestic flight.</p> <p>My sister unfortunately had a bout of illness and ended up in hospital and once out she attemped to register. After a few attempts at registering the fridge my sister asked me to assist as the response said she was entering the incorrect model code for the fridge, I got involved on 31 December 2016, the last day of the promotion. </p> <p> </p> <p>I SMS'd the model number found in the fridge, this was unfortunately incorrect (I have screen shots and provided this to Samsung) I immediately contacted Samsung on 31/12/2016 (reference number ********** 688). The terms and conditions stipulate to contact Buy and Get should you get no response, we however did get a response and the response reflected an incorrect model code. This is not something you raise with a promotion organizer rather a product expert at Samsung. The individual I spoke to could not provide the correct model number and therefore raised an incident. He mentioned a product expert will contact me during the next business day and as this would place the registration process outside of the predefined window I requested the incident number with detailed explanation. This was to ensure my sister does not miss out.</p> <p> </p> <p>I was then contacted by the promotion organiser (Buy and Get) and a product expert on Tuesday the 3rd, this was within the prescribed 48 business hours as the 2nd was a public holiday. The Buy and Get person instructed me Buy and Get has no record of the entry referenced above ( ********** 688) and it was now too late to resolve and register. The Samsung product expert however did provide the correct model number.</p> <p> </p> <p>I again contacted Samsung and raised an issue with the VOC department, reference number ********** 847.</p> <p> </p> <p>I do believe as a customer we followed the terms and conditions communicated to me (see below). </p> <p> </p> <p>I have subsequently escalated this with a manager at Buy and Get (Michele Polo) and a supervisor at Samsung VOC (Sfiso Mdakane ) and they refuse to see our position as a valid claim.</p> <p>Please could you advise whether anyone at Suamsung has the decency to uphold a commitment to customer service?</p> <p> </p> <p> </p> <p>Terms and conditions communicated:</p> <p>It is the Participant’s responsibility to ensure that they receive a SMS response within 48 hours of entering the promotion. In the event that no response is received, the Participant is required to contact the organizer on ********** . If the Participant does not follow this process and does not receive a response, their entry will not be considered. If the organizer has not received this request, the organizer will assume that the Participant has received a response. Any consumer who has unsubscribed from receiving marketing SMSes will not receive the SMS and it is the Participant’s responsibility to notify the organizer. The organizer cannot be held responsible for SMS’s not received by Participants.</p> <p> </p> <p>Peter Burns</p> **********