Saumsung Buds+ claim

Like several others on the Samsung complaints list I too have an issue regarding Galaxy buds I have claimed.

This started on 19 March 2020, I submitted my claim and received and update via email to confirm it will be sent to their partners for delivery.

No mention was made at the time that it will be subject to further approval as one would have expected this would have been done prior to sending the email. No referrence to any terms and conditions were made on the email either. Here is a part of the message:

We have received your Samsung Galaxy Buds+ submission and have informed our delivery partner who will make the necessary delivery arrangements.

For future reference please make use of the following order reference number: CITD*********x (blanked out for obvious reasons)

One would then expect a product within the specified time. Then the lockdown happened and I expected a delay, turns our a hell of a delay. Finally, in July I couldn't anymore and followed up with support and confirmed telephonically that I did qualify and that the delivery should take 2 weeks or maybe add a week for worst-case scenario.

Come 2 September and I decided enough is enough and followed up with support that informed me that I didn't qualify. Here I have been waiting like an idiot for months for something that they decided I no longer qualify for although it has been verified with the support person that I do. I spoke to a line manager and kept on referring to terms and conditions which baffled me as I was explicitly told that I indeed qualify previously. In my line of business any person that tells a client one thing holds the entire company liable for what is said (this is off course applicable to every other business but just needed to make the point). You may have to do damage control and reach an amicable solution but you keep your client happy, they are your source of income.

So how do you go from here? This is about the only platform I could locate that can help in some way. I honestly want this issue to be resolved but a company that hides behind red tape and terms and conditions overriding their own staff doesn't bode well for me.