Samsung SDS Global SCL America

Nov 12th, 2019

Mar 30th, 2019

Feb 11th, 2019

On 2/28, eight days before the expected shipping receive date (March 8), I placed an order cancellation request for a Galaxy S10 with a trade-in offer included. Since (1) I've never received any notification/confirmation for the start of shipment or evidence that my credit card was getting billed and (2) the cancellation option from the Samsung order status web page was available, I assumed that there was still ample time to cancel my complete order. Later in the day, it turns out the shipping (of my order to a domestic warehouse) already occurred and that it was not possible to cancel the order. I was fine with the order cancellation being declined; however, the cancellation portion where I would trade-in an older phone, was accepted. So, it left my order then to bill out for the full amount of the order without the trade-in discount. This should not have occurred, since if the order cancellation was declined, it should have re-allowed the trade-in to also still be valid and not voided. Instead of getting billed $599 for a Galaxy S10, I would now be billed $899 instead - leaving me with a phone that I cannot trade in. Thus, since your ordering system and the customer service department is not able to re-apply the trade-in, my credit card will now get billed for the full amount of the phone $899 with myself having to make sure that the delivery gets returned/not accepted. This leaves my credit card being charged for $899 for a certain amount of time that it should not have. This is poor service from Samsung, since the ordering system should have provided ample, accurate and sufficient notification of an initial shipment occurring. As a customer, (1) if I knew that the order shipment would have initiated beyond its capability of getting cancelled or (2) the Samsung order status web page blocked/disabled/hid the order cancellation option/button on the webpage or (3) customer service would have the ability to cancel the order at this point in the ordering process or (4) customer service would have the ability to re-instate the trade-in offer, I would not be in the situation that I am in now. These are four options that could have been available to keep me a happy customer. Very disappointed. Great product technology, but a poor ordering/logistics process chain.
Jan 31st, 2019

I have a service warranty issue on a BRAND new Samsung front loader washing machine. We called Samsung regarding that the unit does not power on. They send out a technician to come repair it. Samsung Technician stated that this is a BRAND new unit, delivered December 3, 2018 and should NOT have to be opened and diagnosed. He stated to diagnose this unit would cause it not to function as PROPERLY as it should being brand new. He said to contact the box store and tell them that you want a brand new unit because of this defective one. I called the box store and they agreed to do a return and delivery. They need an authorization code from Samsung to do it...SAMSUNG refuses to do it. They want it deemed defective, which tech said it was. Apparently according to Braylan and Daniel the Managers the tech has no right to say that. They want to come out and do 2 REPAIRS on record before replacing it. I stand with the TECHNICIAN who services this before a customer service representative. We are BRAND loyal and have had phones since 2012, 3 tablets, washer, dryer, refrigerator and 3 smart tvs all SAMSUNG. When informing Braylan that this is unexceptable and that I was going to go to social media, he said do what you feel you need to do! REPLACE my washer!
Dec 6th, 2018