Samsung Tell Us, Social Media Team, Cannot Sort a Simple Phone Cover Out

So last month before Samsung Rewards shut down, we burnt points for a S8+ Led View Cover and that was it, no reference numbers no further info other than it would take 3 to 4 weeks to be delivered.

Last week Wed the cover arrives and immediately upon inspection its obvious that the unit was not sealed, had been open and used.

Trying to open the unit almost required a degree in rocket science and finally after forcing it open, it was apparently obvious that the unit I was given was a shop dummy that contained a battery pack soldered into the cover itself and the unit was stuck shut as it was a display unit and would never work as a cover for my S8+.

So cue the first round of phone calls, first to the phone dept on the Samsung call center. The person who assisted me, thought it was a phone cover and not a case for a phone and given a reference number and nothing ever came of that. I then sent a message to the Social Media team who then advised me to email them, which I promptly did.

They then advised me to take the cover to the nearest Samsung Service center and get it replaced. Well after a trip to my closest centre that they recommended themselves, guess what, they have never stocked any of those covers and are at a loss as to why the SOCIAL MEDIA team would have sent me there, so a wasted trip and my blood was summarily boiling as Samsung thinks it brilliant to let customers chase after them to fix their mistakes, and to top it all off its something as simple as a cover, that they cannot even advise me on how to get it replaced.

Besides the waybill for the product, I was given no proof of purchase etc, so cannot go anywhere to get it swapped or sorted.

I then email SOCIAL MEDIA with the fact that they don't do covers and that I do not have proof of purchase and nothing much happens, I then call the customer contact centre and use option 1 for phones etc and when I get get through I get told I cannot speak to social media as I am not allowed to.

I then go onto live chat and the person on live chat says phone back and ask again, they will put me through, so I now summarily upset, and then the chat agent says they will escalate it and I need to send pics etc of what I received and that upsets me even further as I ask him how many times I must do so as I have already sent mails and pics etc, I ask what that means that it will escalated and how long that will take, 5 min, 5 hours, 5 days, 5 weeks or 5 years, he just says he will escalate it, in the meanwhile after getting upset with the call centre agent, I finally get through to social media and they ask me who I have been dealing with as the email should have initials at the bottom of it, which it does not, I eventually get put through to someone who I assume was handling the claims and once again there is no understanding of that its actually a phone cover and not a cover on the phone and that it will be escalated. It is at this point that I inform both the Social media person and the person on live chat that I am done with the matter and I have summarily tossed the cover into the ******* and that I am done with the matter, why must a customer chase up on their mistakes and be given bad information especially the social media team who had every opportunity to sort this out and turn a mildly frustrating thing into a nightmare.

As stated above I have made peace with the fact that I have out my own doing tossed the cover away, I just wanted to bring to Samsung's attention how bad their customer service is, including that of the social media team.

I only write this in the hope that one of the managers on social media actually read this and see what harm even the social media team causes to the brand itself and as a warning to others to avoid frustration when dealing with Samsung, rather deal with another brand, they don't seem bothered sending out used and incorrect items and even less bothered in fixing their mistakes.

As for me, I done with the Samsung mobile brand , if they can't get a simple thing like a cover right between various different platforms, then what does that say about their ability to sort bigger issues out when it comes to customer care?