Samsung Shop - Horrific Support Experience & Instant Exchange Scam

[iamashil]

It is with utmost disappointment I'm briefing my horrific experience with Samsung Shop Online support team. 

I have placed order for Samsung S25 Ultra along with Buds 3 Pro (Bundle offer) and Screen Guard (Anti reflective) on Jan 28th. I currently own an S22 Ultra. The launch offer (bundle and Storage upgrade) along with prize offered for my current device was so tempting I went ahead with the instant exchange. I also bought expensive case, skins for both new Phone and Buds. Buds were delivered within few days and I started using it. Phone delivery was scheduled for Feb 5th. I had taken backup and removed all app and kept device ready for return.

However the Courier agent on inspection simply rejected my phone due to a scratch on one of the edges. I was stunned since I was using phone with a case and the scratch was so minor. When enquired on requote he said there is no such option, and if I want the new phone i need to pay complete exchange amount of old device else the order will be canceled.

If I cancel the order, since buds 3 pro and screen guard was non returnable, I will lose bundle offer and end up paying normal price of the buds, and that was too high for me. The other option is for me to buy the new device by paying exchange value, in which case I will end up buying S25 Ultra the most expensive way than any other shops offline or online. I was put in this impossible position and enforced with these 2 options.

There was also no requote as mentioned in T&C. One of the Support agent told me, requote means paying the entire amount of exchange device, I was speechless. I even shared them imaaes of T&C along with device images, still no response to that or any explanations.

What transpired in the next 3 weeks are as follows.

1. 27 calls to Samsung Support Team

2. 6 hours + Call time in total

3. 20+ emails to different support systems and escalaion team (5+ hours drafting)

4. Collating the data for Samsung India and sharing via chat in X platform (which took me hours)

5. Unhonoured promises, zero explanation and answer to my queries

6. Misguiding and **bleep** promises from Support team

7. Myself pleading to courier to not cancel the order since the ticket was still open (Though the Case Manager claims they intimated courier team but no one is aware about the same). I felt so disgusted after this experience, it was as if I was asking for an extension for an unpayed debt to the courier service.

8. Courier team cancleled order from their side.

9. Support team said they cant do anything from their side any further.

10. Today is Feb 23rd, Im hoping to get my refund soon after depositing in Samsung for 27 days.

All my energy was literally drained, they tested my patience, went over and beyond the threshold. Finally I decided to cancel the followup as I now do not care how much loss I incur (this is my hard earned money Im talking about, one can imagine my situation if I decided to let go off that), this was definitely the worst support I have had, even after looping Grievance and Support head team.

I have with me the call conversation with each of those 27 people and and the case manager along with the entire mail communication.

They call me a premium customer since I own a decent eco system of S22 Ultra, S9 Tab Ultra, Watch 6 Classic, 4 Calssic, Buds 2 pro and many other devices and accessories. But it felt like a joke to me towards the end as they made their premium customer an absolute fool to have trusted Samsung Shop and and the support team. 

I just wanted to share this experience to the world. I have nothing against Samsung and I will still end up buying S26 Ultra next year, but to have experienced this from a conglomerate such as Samsung and being a fanboy for a long time was heart breaking.

#Samsung #InstantExchange #WorstSupportExperience #Extortion #BoycottSamsungShop

Regards,

Ashil Kurian

[alpuk]

Horrific

[Pavandivvela]

🙃😕

[SamultraWalter]

Instant exchange, bonus on exchange are all myths. As C@shify always finds ways not to give decent price for any exchange.
You buy a phone from store, reach home and call them, they will still say Phone went through dust from outside and reduce 10k.
Did you return the s25 bro?

[iamashil]

Yea, learned this the hard way. What baffled me was how helpless Samsung support were, they dragged the issue for over 2 weeks with zero input/answer.

Courier guys canceled the order after 8 days, since the initial delivery attempt. They wanted us to pay the entire amount assured for the old device. I was pleading them to hold and not cancel since ticket was still open. They never cared.

Funny part is, I was once told by Samsung support case Manager that, requote will be done and someone will visit my place, but nothing happened. Courier team was never even informed of the case. I Never got hold of the S25 Ultra, still using S22 Ultra.

[SamultraWalter]

Ohhh okay 😔

[Bala6]

What was the exchange price offered by Samsung shop. For the same s22 ultra i got 55k discount from flipkart.

[iamashil]

I was offered 46K from Samsung Shop for 256GB model.
55K for S22 Ultra?

[Shiva_Bairy]

Even I have pre ordered with instant exchange. But since my exchange device (Galaxy S22) has green lines, exchange is rejected (Even I was of the same opinion that they would requote). So for cancelling the order they are charging ₹2999 as cancellation charges.

[iamashil]

Thats what, In the Terms & Conditions, it clearly says requote or cancel, but the courier team is not aware about it at all.
Even after 2 weeks of followup with Samsung, even though they claimed that they had coordinated with Courier team and someone will reach out, nothing happened, no one visited and when enquired they had no clue about it.

Im yet to get refund, they say one thing over call and shares something else via mail.