I ordered a Samsung Galaxy Book 2 Pro 360 from the Samsung online store several days back. At that point in time, I didn't realize that I'd just bought days of mental agony and frustration as a complimentary service from Samsung.
I placed the order on 8th July with a delivery date of 11th July. At that point and for the next 3 days, the status of the order would be shown online as order received/packed. On the 11th afternoon (the actual due date), I had a word with the Samsung folks online and was told that the order would be delayed and the matter has now been escalated. I'm assuming that If I hadn't followed up, the order would not be taken care of. Why? because of the new date of delivery... 15th July.... Basically, the same number of days needed to ship the product had they wanted to meet the original deadline. Daily follow-ups from my end on chat might have helped because the product got delivered a day early on 14th.
Now, I purchased the laptop from the corporate portal and they had an offer for the buds going on. But I couldn't redeem that while purchasing and instead had to wait for 3-4 days once the product is delivered and only then will they mail me the coupon for redeeming the offer (this is what the Samsung chat folks told me before I made the purchase on 8th and this was fine with me then).
So that's 3 days of delayed product delivery, leading to a further 3 days of delay in me being able to order the buds. Now, 5 days after the product was delivered, I'm yet to get the voucher for the buds. I have mailed the e-store team multiple times, and talked to the Samsung chat folks on a daily basis at least twice a day to check the status, and even gave them a call today. All I get every time is a new token. If I ask what happened to the earlier token, they tell me it was resolved and hence closed. The following is Samsung's response to everything:
1. Please wait for 24-48 hours and we will fix the issue 2. Your matter has been escalated to the team. Please wait. 3. Once it's escalated, a mail comes saying that they will look into the matter 4. If you respond to the mail, you will either get no response, and if you do, it will be from a new Samsung representative who was not involved before and who will tell you they will look into the matter) 5. If you follow up with the Samsung chat facility on the token number, you will begin the process from point 1.
and that has been the story of my life since 8th July.
This has been a terrible experience for me. I can without a shred of doubt, say that this is the worst experience I have ever had of purchasing a product online. The complete experience of buying a new product, unboxing it, using it with other freebies and devices for the first few days, etc. has been ruined completely. And I've been using Samsung products since 2012/13, since I could first start buying things off my own money. Still own 2 phones, a tv, a fridge, and a microwave from the brand.
10+ years of dedicated loyalty and countless recommendations given by me to hundreds of people later, this is the idiotic experience I had to go through.
This experience just might make me consider switching brands and look for other places to buy stuff from.
My Samsung Online store experience has been among the worst ever. They recently took back fulfillment of orders from Savex, so lot of delivery processes are broken. Their customer service over phone, WhatsApp and email are downright the worst - their focus is on sending q canned response by some internal TAT, but hardly on resolving the actual issue. We should all collectively sue them. Count me in if anyone is thinking of a class action lawsuit.
Update: Was told by Chat services that it would take another 24 hours. Unfortunately chat got disconnected before I could finish.
Called the customer care number, they are saying it will take another week before they can give the coupon. Spoke to someone called Simran from the Escalation team. She says you will get it by 18th July but can't confirm the date. Like **bleep**?
Got a call from someone called Pratibha from their Shop Support. Told her what the problem was. I had asked them to send me on mail in writing to confirm that I'll get the voucher by Monday as told by their executive. She didn't have much clue on the case and asked me if it was a sales problem or a service problem. She also mentioned that she will transfer the case to the relevant department. So basically it's become a sarkaari matter where none of them know what to do; the file is transferred from 1 department to another, and I have to suffer as a consequence of their non competence
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