1 reviews | Active since Jul 2021
Samsung is desperately disappointing at customer service
I qualified for the free Samsung tablet as I was one of the first 250 people to pre-order the S22 Ultra online as part of my MTN contract upgrade. On 17 March 2022, I received an email from Samsung confirming that my claim was successful. I phoned their promotions call center to enquire about the delivery of the tablet when I received my free earbuds before I received the tablet, seeing as I received the confirmation email for the earbuds after the one for the tablet. The lady phoned me back and confirmed I would receive my tablet before 6 April 2022. Strangely enough, I received a second pair of earbuds in the meantime, which I have informed them of and requested them to be collected, as I already received mine.
It is now the 4th of May and after numerous phone calls, holding for someone to answer the phone for literal hours, and several promises of feedback, as well as an email query and a referral to the Samsung e-store I still have no tablet, and no answers. After holding for 40 minutes again this morning the lady put me on hold and as she returned to the call I was cut off once again. She has my number, and my email address, but she didn't bother to phone me back. I was also told that apparently, MTN is in charge of the tablets, even though I registered on the Samsung website for the pre-order.
I am so terribly disappointed. I am a fan of the Samsung products, but after this treatment, I would much rather switch to another product, and encourage everyone I know to do the same. How sad, that qualifying for a free item could be so utterly frustrating and disappointing!!
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,
SamsungZA
:^NM
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,
SamsungZA
:^NM
1. When launching a promotion that you have to redeem via a Samsung app, take responsibility.
2. Consumers don't care about the inner administrative workings of your promotions, they just want what was promised.
3. Make sure the correct department, i.e. the contact number you supply, can resolve issues from start to finish, instead of shunting consumers from pillar to post.
4. If you say you'll get back to a customer, do so!
5. If you experience problems with the dispatch of the items, inform the customer accordingly. There were only 250 people who qualified for this promotion, use the email addresses provided.
I am grateful for the service I received from Vaugn who really tried his best to resolve the issue. I just wish it didn't have to escalate to this point.
Thank you for finally resolving the problem.
1. When launching a promotion that you have to redeem via a Samsung app, take responsibility.
2. Consumers don't care about the inner administrative workings of your promotions, they just want what was promised.
3. Make sure the correct department, i.e. the contact number you supply, can resolve issues from start to finish, instead of shunting consumers from pillar to post.
4. If you say you'll get back to a customer, do so!
5. If you experience problems with the dispatch of the items, inform the customer accordingly. There were only 250 people who qualified for this promotion, use the email addresses provided.
I am grateful for the service I received from Vaugn who really tried his best to resolve the issue. I just wish it didn't have to escalate to this point.
Thank you for finally resolving the problem.