Unresolved Claim for Samsung Buds 3pro and Poor Customer Service Experience

I purchased a Samsung 65QLED TV on 1st November, taking part in the promotional offer for free Pro Buds. I submitted my claim on the Samsung website with the required receipt and paid bill. Three days later, I received a WhatsApp message from Samsung confirming that my claim was approved, and I was informed that the buds would be delivered within 7-14 working days.

However, when I followed up via email after the 14th day to ask for a status update, I was contacted by a Samsung representative who informed me that my claim was rejected. I was told that the promotion had ended a day before my purchase, and no prior communication was made to inform me of this rejection. Despite receiving WhatsApp messages and emails initially confirming my claim’s approval, I had no official email regarding the refusal.

I escalated the matter via email, expressing my frustration with the lack of communication and transparency. After a few days, I finally received an official email stating that my claim was indeed rejected, which came as a huge shock given that I had been assured by the WhatsApp helpdesk that I would receive the gift in 7-14 days.

This situation is extremely misleading and frustrating, as Samsung’s website clearly states that certain purchases qualify for gifts, and I followed all steps as instructed. To be left in the dark with no formal communication, followed by a phone call that informed me of the rejection, is simply unacceptable.

Furthermore, the Samsung website is still promoting the offer for free gifts, with no mention of any end date for the promotion. The website continues to allow people to submit claims, which is extremely misleading as it gives customers the false impression that they can still receive the advertised gifts. This is evident even now, as the claim process is still accessible on the Samsung South Africa website: Samsung's Promotion Redemption Page.

This is not my first poor experience with Samsung. I previously had issues with my Galaxy S24 Ultra, where a faulty phone was not replaced for over a month. Despite assurances, my case was closed without any confirmation from me or the dealer, and it took multiple escalations to receive a replacement.

Samsung’s failure to communicate clearly with customers, especially regarding promotional offers, has been extremely disappointing. It feels like they are misleading customers into submitting claims without the intention to fulfill them.

Resolution Sought: I request a clear explanation as to why my claim was rejected without proper communication and an assurance that future promotional claims will be handled transparently and efficiently. I would also like to know why I was never informed via email about the rejection of my claim, despite multiple confirmations that I would receive the Pro Buds. Additionally, I would like Samsung to remove or update their website to ensure that it does not continue to mislead customers by allowing claims to be submitted for an offer that they are no longer honoring.