ZA***

Following previous complaints, I was told by Samsung's escalations department that the voucher given to me expired at the end of August and was extended to the end of September 2023, and cannot be extended any further. This was news to me. It is clear from the voucher below that there is no indication of the voucher having an expiry date.

For the record, I set out the history:

1. On 13 May 2023, I purchased a television (Neo QLED 8K QN700C, QA75QN700CKXXA) with order number ZA***. As part of the purchase, I was entitled to a voucher in the sum of R10,000.

2. The television was delivered on 2 June 2023.

3. On 15 June 2023, I was provided with the voucher (WOW-QA75QN70). A copy of the voucher is attached. In the email, the following was stated: “Please note that the voucher can only be used on the Samsung E-store, and is valid for 3 Months”. (i.e. the voucher was to expire on 15 September 2023)

4. I used the voucher on 4 July 2023 – purchase order ZA***.

5. I then immediately on 4 July 2023, wrote to Samsung asking to cancel one part of the order (Sound Tower MX-ST40B) and to refund me. Samsung did not say that I cannot do so. Instead, Samsung unilaterally cancelled the entire order, refunded to me the cash component, and rewards which I had used.

6. For many months thereafter, I kept on writing to Samsung asking that I be given the R10,000 voucher. I was unsuccessful in my endeavours until I complained on Hellopeter on 12 September 2023.

7. On 12 September 2023, I was given the voucher below (and attached). There is no indication of the voucher only being valid until end September or having any expiry date.

8. I attempted to use the voucher on 20 October 2023 unsuccessfully, and lodged the recent complaints.

Having regard to the above, it is plain that the voucher has not expired. I must demand that Samsung reissue me with a R10,000 voucher immediately. Should you not do so, by Friday, 10 November 2023, I will submit a complaint to the Consumer Goods and Services Ombud