Issue with the exchange offer on M31s

[SanjayPrahlad]

We ordered a Samsung M31s thru' the mobile app and selected the exchange option. It displayed all details, such as model, guaranteed price...etc. It even said we have to buy the new phone at full price and the exchange will happen separately through a cash transaction (deferred exchange). We have screenshots of these details. No sign of the exchange so far. Called cust care, the exchange is not showing up in their order. Raised a ticket, sent email to the estore team, but no luck.

Has anyone faced a similar issue? 

Any mods out here who can suggest the next steps. Thanks.

[Ehsank · Accepted solution]

did you contact then on WhatsApp
if not then try

[SanjayPrahlad]

Thanks, will try this tomorrow.

[Ehsank]

if my comments are useful and informative then you can accept as solution by CLICKING on 3DOT at my comments

[SanjayPrahlad]

Thanks, done that.

Contacted them on WhatsApp. Got a callback from a Supervisor. He's said it'll be resolved in 24 hr, let's see what happens. Will update here.

[Ehsank]

i happy to see you get response atleast
but i suggest you to contact them continuously untill and unless your problem will get solved
best of luck brother 👍
i wish your problem get solve soon!

[AMPK]

Due have the screenshot of the exchange offer when you applied then send mail to customer service. Call them.

[SanjayPrahlad]

Thanks. Yes, did that. But to no avail :(

Will try reaching them on WhatsApp as suggested by Ehsank.

[cs-member13]

Dear Samsung Member,

Greetings from Samsung Customer Support!

We request you, kindly register your concern in Samsung Members app (Samsung Members app > Get help > Feedback > ask question) so that we can assist you accordingly.

Thank you for writing to Samsung.

Warm Regards,
Samsung Customer Support

[Members_3ENdZPe]

I've same issue. Plz. mail me at prasann.joshi@gmail.com