Too difficult to redeem promotional gift when preordering Z Flip 3 via Online Store
I have always loved Samsung and almost everything I have is a Samsung product (TV, laptop, tablet, watch and always Samsung mobile phones). I recently preordered the Z Flip 3 via the Online Store (because we're currently in lockdown, so who can even purchase in-store?), and I was under the impression that I could pay the phone off in instalments, but then found out during the order process that you can only do that for orders under $900, which is ridiculous. So, I ended up paying for the phone in full. So far, the phone is working well (fing...ers crossed that it continues to work well so that I don't have to go through the pain of dealing with their warranty department). They also sent the phone out early than expected, which is good. The main and most annoying issue and the reason I'm writing this review, is the difficulty in trying to redeem the Buds Live promotional gift that they offered when preordering the phone. In the past, I was able to easily claim a promotional gift after purchasing my Watch Active 2, however, this was purchased from a store that has a shop front. It seems that trying to claim when having purchased from the Samsung Online Store is impossible! I have emailed multiple departments (their Online Store staff and their Promotions staff) and even called their 1300 number and after two weeks, no one has been able to advise as to how to redeem the gift. I was provided a link by someone in their eCommerce Operations department, however, that link only flashed the redemption page for a split second before taking me to the Samsung home page. If you try to use the redemption section via their home page, it only allows you to redeem when you have purchased from a store with a shop front, not the Samsung Online Store. The person from their Promotions department told me that the Online Store was not part of the promotion, however, it clearly stated that it was when I was preordering online, and so if they are now claiming this, then that is false advertising. Samsung AU/Samsung, if you ever read this, please change your promotion redemption process by just sending out the gift with the product instead of having customers have to submit claims after receiving the gift OR if you don't want to do it that way, simply add the Online Store to the current redemption claim form. Please just do better by your customers instead of losing them to other brands.
- Online store
The worst customer service in registering a warranty.
After two attempted registrations via the website, six emails to customer service, one warranty completed by hand & posted and one phone call, I was told that my new 2020 75" Crystal Smart TV warranty was still not registered.
It feels to me that they are making it as hard as possible so that you cannot register your warranty.
In 2021 this kind of poor customer service is unacceptable. There should be a section on the website: "Register the warranty for my device."
That JOG button
The award for the most frustrating, infuriatingly annoying, hard to use button of the century goes to Samsung for it's JOG button which it insists on installing on all it's computer monitors. Due to climate change I'm pretty environmentally conscious and I seek to just press one button in order to turn my monitor off at the end of a long, hard day. Apparently Samsung in all it's wisdom thought otherwise. Turning Samsung monitors off and on has to be an exercise in frustration, press the button too fast in succession and it has a hissy fit and y...ou have to start over and after prolonged use the JOG stick is liable to break rendering the whole design useless. Using HDMI means the monitor stays on unless you use the JOG button to turn it off and once it is off it indicts it's off by a solid state light that stays on indefinitely. Usually a light means a monitor is on but I guess Samsung wanted to mix it up and do the opposite of intuition. My monitor was in my bedroom so it just added annoying light pollution at night. I gave my Samsung monitor away to a local charity and bought an ASUS monitor that just has a simple one click on and off button. Best decision I ever made. I will give you two stars though because your monitors work, it's just that crazy JOG button that needs to go.
Samsung Online Store Aftersale Support is very disappointing
I purchased a Tab S6 in June and notice that there was a fault on it and below is my experience with the warranty process:
- It is actually very hard to contact the right person in the first place, since all of the contact information that I could find on their website are technical support and it took several attempts until I was in contact with the right person.
- Send a request for a replacement and did not get a reply until 30 days later.
- The replacement was approved, and I called to confirm the contents of what I am getting.
- Received the replacement about a week or so later, and its missing the keyboard case even though it was confirmed to be included in my previous correspondence, and they want me to raise another ticket.
Samsung s20 Ultra
The samsung s20 Ultras front camera is terrible... it looks good before you take the picture, but when you view it, the picture looks blurred and there is no way to fix it..
- Online store
AVOID Samsung bubble machine
Purchased a bubble front loader machine the seal fell down on front door, not covered under warranty for some reason, this should NOT have happened, the machine was only a few months old, I have owned and used a front loader machine for many years never had this problem, obviously it is a fault with the manufacturer, Denied the repair as apparently the seal was damaged??? Ok then tell me why the repair man took it off and put the same one back on the machine, if it was damaged ( apparently by me) why wasn't it replaced. Took this guy about 2 m...inutes to put it back on. I have a 3YEAR extended warranty so this isn't looking good for me if this is the service I get 2 months in... Totally should not have been stuck with paying $115 for this seal to be put in place. Mediation has taken place and of course is in Samsung's favor, because they don't want to upset whoever made the original decision to bill me for this service. They are not willing to admit that the fault is theirs, apparently somehow it is my fault the seal came away. I am just avoiding any future purchases of Samsung, was about to buy a new microwave/convection oven this morning but realized it was a Samsung product so bought another brand instead. Shameful way to treat your customer Samsung.
S7 Edge screen failure
The screen on my Australian purchased S7 Edge started to experience problems. It started out with the occasional green tinge appearing and after some time ended with the whole screen going blank or dark green. It would recover if left off overnight, but soon fail again. I took it into a Samsung store when I returned from overseas and was told the screen needed to be replaced. As it was now just over two years old, it was out of warranty I had to pay the full replacement cost. There was no damage to the screen (not dropped) and I see posts sugge...sting the green screen is a common hardware problem. If so why should I need to pay the whole replacement cost? Disappointed as this was not my first Galaxy and I had recently bought my wife one thinking they were durable phones. Received a reply from SamSung AU which was not satisfactory, claiming that it was out of warranty and they would pass on my concerns to their TEAM to improve their products. The problem I experienced was known, with many posts on the internet regarding the exact same problem. When I visited the Samsung store, they knew straight away without any testing what the problem was and the fix. The screen had no scratches of external damage. The phone was only just out of warranty period when the problem started and it was a $1,000 phone, not a $250 phone (the cost of the fix was similar to the purchase price of a new A series Samsung phone - which comes with a new screen). To add insult to injury the repair came with a 30 day warranty ... so are Samsung not even confident of the new screen or the repair? As discussed with the Samsung person who phoned, I would have thought that some contribution to the repair on Samsung's part was appropriate. But no they propose to provide feedback to their TEAM so that we can continue to improve their products ... patronising response. By the way Samsung don't bother telling the TEAM they already know about the screen problem. Disappointed, mostly about the response.
Galaxy Earbud info
No less than 3 weeks since I submitted my claim, i sent an email to firstname.lastname@example.org, and complaint and request for mediation from this website. my claim finally progressed to "validation completed" a day later. No one has contacted me. I have yet to receive the ear buds. My advice is read the terms and conditions carefully, and try contact samsung via the above email or on this website.
- Online store
Customer care needs improvement
I bought a Galaxy S8 plus from an online store (TobysDeals - I have given it a 1 star rating in a separate review on this site) which appears not to be for the Australian market. The TobysDeals website has au in its web address although I seriously doubt the company is Australian - BUYER BEWARE. After not receiving a favourable response from TobysDeals I tried Samsung Live Chat and went to a Samsung kiosk. Samsung was apparently puzzled by my phone because they could not agree on whether it was an Australian variant. They requested me to se...nd several screen shots and were investigating. That was 2 weeks ago. I enquired a week ago and was told they were still investigating. I followed up this week and my email has not been responded to. Samsung responded once this review was published and Mick from Samsung social media gave me an explanation about why the phone did not work as it should in Australia, and subsequently I've increased the star rating to 2 but I can't go higher because what Mick resolved in 24 hours should have been done at least 2 weeks ago. The dodgy phone is not Samsung's responsibility, but it's their brand and I would think it's in their interests to support customers to get answers within a realistic timeframe.
- Online store
Disappointment re 3 door Black French door Fridge
This $3500 fridge has no bottle dept, no door opening restriction (allowing door to swing and hit the cabinets)
You also need a Harvard Degree and an hour to apply for the cash back (then a wait for 45 days for payment)
Think hard, and check YOUR requirements.
Questions & Answers
DO you have a promotion from America running in Australia of $800000 the person in charge is Michael Hirst ID 038456 on site http://promobox-office.com/ is this genuine ore a scam. thank you Allan.
How do you get an answer about this, can't even get through on ph
What was their response when you contacted them directly?
This is 100% a SCAM!! The other "person" involved is someone called [Name Removed]. All of the photos of "her" are really my photos they stole from Facebook and Instagram. When I confronted one of them they told me they would stop using my photos if I paid them $1000 in Bitcoin. Samsung needs to get off their a and do something about this.
Are there any decent companies to deal with? after reading the reviews on washing machines decided to buy Samsung, but after reading about bad customer service.
Will have to rethink this decision.
Buy a Bosch, or anything else, just not a Samdung
I’ve had nothing but good service from Samsung. 7 year old washing machine fixed twice free of charge . No extended warranty or care plan . I’m not even a fanboy . I’ve got a Apple phone & computer , Sony Tv
7 years old and only needed to be repaired twice. Wow!
I had purchased a Note 10 from a Samsung store on the 7th November during the time the earbud redemption program was active. I was in two minds of buying the phone but the free ear buds were an enticing proposition. I filled the appropriate online form with all the info required. I hadn't received any feedback as to whether my claim was verified A week later so I decided to call Samsung ear buds call centre. Finally a half hour later I got through and was told they forgot to inform me that my claim was verified. On the 13th of November my claim was verified. It has been stuck like that ever since to this day. Made many attempts to call but all calls were in excess of 20 minutes+ before the phone cuts out. As if this is a deliberate act to reflect the problem; keep them in the dark. The 30 day limit is soon encroaching and I highly doubt Samsung will honour their promise. This ear buds redemption promotion has Simply been a form of bait IMO to lure honest customers to their product and put these customers aside while Samsung continue doing business. No communication and no care for the customer's interests. My redemption number is, RDP0000136904. Lewis.
Hi Lewis, there is currently a delay in the shipment of your promotional gift. However, you will receive an SMS from Australia Post to your registered mobile number with delivery tracking details once your promotional gift is dispatched.
I appreciate your reply but why put this delay onto Australia Post. Samsung haven't even posted it yet to register. What a lousy excuse on your part. You and Samsung ought to be ashamed. I really expected better from Samsung.
Hi Lewis it's Tony Mc I just read your comments, I'm in the same boat with the s20ultra promotion, it is disgusting the lies we are being told,we might need to take a class action against Samsung.
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