Horrible experience with a Samsung e-store purchase

[Maurya66]

I had ordered a Galaxy S20 FE from Samsung e-store. I received the phone yesterday, the box had seal intact but on opening the box, phone had visible dust on it's screen, the boxes of accessories too had signs of wear. Seems like they delivered me a phone returned by some other customer. If it was Amazon, I would have received a replacement by now, but thanks to Samsung's horrible support, I haven't even received a reply from them yet which was promised under 24 hours.

This shows that Samsung is investing more in advertising than in quality assurance and customer support. Will never purchase from their e-store again. I hope I get a replacement sometime soon, or else I'm stuck with this used device for which I paid a hefty amount.

Edit: 5 days elapsed. No response received from Samsung. I even mailed the service head and CEO's office. They said that "the team will call you soon". This is what has become of Samsung. I have now given up. I think it's better to sell this device and to buy a phone from a different brand than to wait for their response. 

[Tan98]

Any issues in device or it seems it is used

[Maurya66]

No, the device seems to be used. I didn't switch on the phone because according to their T&C once a device has been activated there is no scope for return or replacement.

[ajitsaria]

Activation means SIM is inserted in the device. You may turn on the device without SIM and don't connect to internet.

[Maurya66]

I don't feel this is necessary. I paid for a new device, and I won't operate a used one.

[ajitsaria]

Request you to post some pictures of the phone condition for the benefit of members

[Maurya66]

Nope. New.

[sagarmalhotra]

Samsung e-store is horrible even i got no phone call from Samsung, they even did not delivered my order even after 25 days of order placement

[Samsung_Support2]

Dear Samsung Member,

Greetings from Samsung Customer Support!

We acknowledge your query and apologize for the same. We would request you to register your concern in Samsung Members Application. So, that our concern team gets back to you as soon as possible.

Please follow this path to register your concern in Samsung Members Application (Open Samsung Members Application > Get help > Send Feedback > Ask questions).

Thank you for writing to Samsung.    

Warm Regards,
Samsung Customer Support

[Maurya66]

Hi. I think I'm done seeking support from Samsung. The reply never comes :) There is a limit of patience for a customer and I've waited way beyond that limit.