NV
Neil V
1 reviews | Active since Jul 2023
10 Jul 2023, 15:18
Samsung Galaxy Store does not assist
On the 4th of June 2023 I purchased a digital (Aqua Marine) watch face for my Samsung watch. The trial version of the face did not update to paid and remained in expired trial mode. I have made several long phone calls to Samsung and have sent several emails - despite promises there has been no follow up and no resolution - their service is appalling, and they have retained my payment which is theft.
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Replies (2)
Samsung South Africa's replyOfficial
10 Jul 2023, 15:27Good day Neil,
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.
Kind Regards,
Samsung ZA
^:NP
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.
Kind Regards,
Samsung ZA
^:NP
Samsung South Africa's reply10 Jul 2023, 15:27
Official
Good day Neil,
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.
Kind Regards,
Samsung ZA
^:NP
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.
Kind Regards,
Samsung ZA
^:NP
NV
Neil V's updateReviewer Update
17 Jul 2023, 19:18So, I have waited a few days to see what Samsung will do. They have sent one empty email, informing me that they appreciate my patience while this matter is investigated. They have also called twice, both times so that I can restate my complaint to them, in both cases the caller was starting from nothing. The most recent caller demanded that I allow remote access to my phone, which since it contains confidential information and because I was not sure the caller was from Samsung, I was reluctant to allow. The caller was unable to explain why access to my phone was required again, (I did grant permission previously when I called them and was sure who was getting the permission) or why having access would help them resolve an issue with their online store, given that the product that I purchased was now not available on their store, which is clearly a them problem and not a me problem. I remain completely unimpressed with the level of service, especially since this is supposed to be representing their "elevated" level of response.
NV
Neil V's update17 Jul 2023, 19:18
Reviewer Update
So, I have waited a few days to see what Samsung will do. They have sent one empty email, informing me that they appreciate my patience while this matter is investigated. They have also called twice, both times so that I can restate my complaint to them, in both cases the caller was starting from nothing. The most recent caller demanded that I allow remote access to my phone, which since it contains confidential information and because I was not sure the caller was from Samsung, I was reluctant to allow. The caller was unable to explain why access to my phone was required again, (I did grant permission previously when I called them and was sure who was getting the permission) or why having access would help them resolve an issue with their online store, given that the product that I purchased was now not available on their store, which is clearly a them problem and not a me problem. I remain completely unimpressed with the level of service, especially since this is supposed to be representing their "elevated" level of response.