Samsung Voucher Issue – Unresolved after 7 months

I pre-ordered the Samsung Galaxy S24 on 19 January 2024 as per the pre-launch special (giving me a R1000 Samsung Online Store voucher), but as of 16 February 2025, I have not been able to claim it despite numerous attempts to address this matter with Samsung's customer service.

I claimed the voucher on 27 February 2024, but then when I tried to use the voucher code on 4 July 2024 (as part payment for the product costing R1295), I received a “The code you entered did not affect your order” message.

I contacted Samsung via the *** e-mail address provided & was informed that “Please note that we have encountered technical problems with all our issued vouchers, and our technical team is working tirelessly to solve this issue, Kindly try using the voucher again on 15 July 2024”. I tried to use it again on the date specified, but received the same message. I sent follow-up e-mails again on 15, 16 & 18 July 2024 (as the voucher was about to expire), but I received no response. On 19 July 2024 I was advised that “Kindly be advised that your voucher code is still escalated and communication will be sent ,once there is feedback”.

I sent follow-up e-mails again on 13 & 22 August (as it was a month later), but I received no response. On 23 August 2024 I was advised that “Kindly note we are still awaiting feedback from the relevant team regarding voucher extension”. I sent another e-mail on 25 August 2024 indicating that I want to use the R1000 voucher to purchase the product for R999 as it was in stock & now on promotion. I initially raised the issue on 4 July & it was more than 7 weeks ago & it has still not been resolved. I also requested it to be escalated to a manager & proposed alternatives to resolving the issue eg for Samsung to purchase it on my behalf & having it delivered to my address OR arrange for collection at a Samsung store. On 26 August 2024 I was advised that “Kindly note that we are aware of the issue with your voucher and are still waiting for feedback regarding the extension of vouchers. We understand the importance of resolving this matter promptly and appreciate your patience. Please be aware that once the voucher is fully operational, it will not apply to items that are already on promotion or discount. We wanted to make sure you have this information as you plan your purchase”.

On 26 August I then again requested the issue to be escalated to a manager & was advised to “Please reach out to ***X at ***”. On 28 August I received the response that “We have experienced an issue with the Handraiser vouchers for some time now, where by an extension has been logged for the vouchers to be reopened for usage. However, we have not been provided with any directive as to when the issue will be resolved. Once the activation/extention has been actioned we will advise. And just to clarify the voucher will not apply on items that are on promotion or discount as the voucher itself is a promotion”. (So if everything worked as it should I would have been able to purchase the product, but because it did not work I may not be able to purchase it anymore, because it is now on promotion or out of stock…)

Since 2024 I have had no feedback at all. I then searched Hello Peter & noted that I do not appear to be the only person experiencing issues (https://www.hellopeter.com/samsung-south-africa/reviews/samsung-are-the-biggest-mers-they-do-not-honour-their-customers-***) )… On 9 February 2025, I requested that my e-mail be forwarded to the person that handled the “Hello Peter” complaint, but received no response…

It has thus been more than a year since I pre-ordered the Samsung Galaxy S24 as per the pre-launch special giving me a R1000 Samsung Online Store voucher, it has now been more than 7 months since I first brought the issue with the voucher code to Samsung’s attention & it has been more that 5 months since I have had feedback as per the query…

I must admit that I am extremely disappointed that Samsung have not been able to resolve the issue within 7 months from being made aware of it & that they have not been able to propose alternatives in terms of resolving it.

I am really not sure what other avenue I need to follow to try & resolve the issue…