Very sad indeed...

Why am I not surprised at the low score reflecting for this company

• In March of 2020 I purchased my handset. • I noticed the Buds promotion on the Members app and app**** for it. • I received CONFIRMATION via email that my Buds were being dispatched. • After not hearing anything for a while I received and SMS from Samsung apologising for the delay in delivery due to Covid 19, but assurance that my item is on its way. • It was not until July, after still no delivery that I stared attempting to make contact with Samsung • BIG MISTAKE !!! • My emails, NUMEROUS emails were flatly ignored with no response. • After starting to scream and shout like some uneducated person finally got hold of Manager A. • This is where the fun really started and at this point I was told that I don’t really qualify for the Buds, but a mistake from Samsung that the promotion was still made available. • Now arrives the point where he expected me sign a document where I have to acknowledge that I don’t qualify for the promotion – even though written confirmation was received via SMS and Email from Samsung. • The Buds finally arrived, with one not being operational and not wanting to switch on or charge. • Round 2 commenced here. • After further NUMEROUS attempts to get someone to address this – Agent X finally called me on Thursday, 13 Aug – and advised that Samsung will swap out Buds – and the swap out will be arranged at the same time as the faulty ones are collected. She promised to have this done by that Monday, latest Tuesday. • I shared my delivery details and picture of the Serial number details with her via WhatsUp as requested. • This is now where Agent X disappears of the map. • By Tues I have not heard anything, nor have I been contacted – The phone number Agent X was liaising with me on also now switched off with WhatsUp msgs to her not going through. • All attempts on Tuesday to get hold of her via Samsung Customer care numbers completely unsuccessful. • Enters Agent X's boss into the picture – whom now wants to try and convince and tell me that Team Leader Y whom had originally provided Agent X with the approval for the swap-out has now finally realised he has a job to do, changed his mind and item can now no longer be swopped out before full technical assessment. • NOBODY contacting me • NOBODY informing me of this • NOBOBY informing me of the change of heart Samsung has apparently had. In addition to Offering and then NOT Offering promotional offers. • Samsung plainly just changing their mind and deciding that there is NO need to honor a promise or commitment made to a Customer ?.

With Team leaders like this, I am honestly not surprised that your agents and service they provide are in such shambles.

I am a very loyal Samsung Customer – and have so far religiously purchased the newer version of your handsets each year as they are released.