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Chris V

1 reviews | Active since Apr 2021

01 Apr 2021, 14:07

Samsung Galaxy Bud Promotion

The process to get the buds due to me buying a S21 has been extremely frustrating.

1) You only find out once you have paid for the phone that the ear buds aren't available in-store 2) You then discover once you have unboxed the phone that it doesn't have an earphone jack so you need the ear buds ASAP 3) You then discover that Samsung will take 14 working days to deliver the ear buds assuming all goes smoothly - which of course doesn't 4) I had to call your call centre to find out that they couldn't read the invoice I uploaded 6) I then emailed the invoice - the claim has now been approved 6) The process to find the correct call centre number is time consuming and requires numerous Google searches - A Samsung number isn't provided on the online ear bud application / confirmation pages 7) I am now at 11 working days since the verification email below so I thought I would call to make sure all is ok as the courier's website says they still can't track my waybill 8) The call centre agent then tried to put me through to dispatch as the data she has at her disposable doesn't indicate if all is ok, then I was promptly cut-off 9) After 4 or 5 attempts to call back (the Samsung call centre system often cuts a customer off, after having listened to the lengthy introductory message, before getting through to an agent) I eventually got through to an agent who said she would try to ensure all is in order regarding my delivery so that there are no further delays. She did however caution me that there is a backlog so it is possible that the 14 day SLA will not be adhered to.

Bottom line is how do I know if delivery will happen within the 14 day SLA or am I in for more frustration and delays?

0
Replies (9)
Samsung South Africa
Samsung South Africa's reply01 Apr 2021, 14:18
Official
Good day Chris, 

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
:NM
CV
Chris V's update21 Apr 2021, 11:23
Reviewer Update
The saga continues:

After having lodged my claim for the Samsung buds on 8 March I finally received them on 21 April, a month and a half later versus the 14 working day promise.

But guess what - they sent me pink earbuds when my S21 phone is black!

- I will now kick-off the process to get this fixed, will probably take another month and a half
- This is an exasperating process, I have much better things to do with my time but this kind of service is ridiculous and needs to be corrected. Samsung is a well resourced organisation and should be doing better.

Samsung customer care please step in here and help expedite this process.

CV
Chris V's update21 Apr 2021, 11:25
Reviewer Update
It gets better. The number the Samsung eShop representative gave me to call ***} if I have an issue is a fax line. I'll now trawl the website for the generic customer care number.
CV
Chris V's update21 Apr 2021, 11:34
Reviewer Update
Just got cut-off by the Samsung call centre when put on hold by an agent.
CV
Chris V's update21 Apr 2021, 11:35
Reviewer Update
Called for a second time and got cut-off after 2 minutes before an agent answered
CV
Chris V's update21 Apr 2021, 11:36
Reviewer Update
Cut-off for a third time while listening to the introductory message

CV
Chris V's update21 Apr 2021, 11:41
Reviewer Update
Got through to a different agent on the 4th call. He says I can do an exchange and has taken my name, cell number and IMEI number ***. He has passed my details on to Nomsa and I'm waiting for her to call me.
CV
Chris V's update21 Apr 2021, 12:02
Reviewer Update
Nomsa called back, well done Samsung. She has escalated my request for an exchange and I should hear from Samsung in 48 hours. I really hope I hear from them.

I had to give Nomsa a talk though on the consumer protection act as she was insistent that no exchanges were allowed.....lets hope I don't have to have this chat over and over again.

All I want is the earbuds I was promised, please.
CV
Chris V's update24 Apr 2021, 12:38
Reviewer Update
48 hours have come and gone, so promise to get back to me not kept.... no surprise here just infuriating frustration to get what I have paid for within the timelines that Samsung advertised.

All I want are the earbuds I was promised, please.