Samsung Delivered to Wrong Address Then Asurion Charges

Local Bogan on 31/03/2022 - 02:02

Purchased an S22+ from Samsung online on 2nd of March. Got shipping email 11th March and was onboard for delivery 14th March.

I stay at home on the 14th and I check the tracking number and it shows as delivered. Strange, so I call Star Track and turns out they delivered to the wrong address, same suburb but the other side. They say they can't investigate further unless Samsung lodge an investigation. I notify Samsung of this issue and they said would investigate.

That evening I receive a phone call from the person that received my phone delivery, they had their own S22 Ultra order so the driver mustve made a mistake. Unfortunately, he's opened the phone box thinking it was his.

I contact Samsung next day and I offer to go and pickup the phone with some compensation for the opened phone box and travel, best offer they could do was a $100 coupon for my next purchase of a phone. Declined that obviously, so they are going to send a replacement and timeline is a month.

I send an email to Asurion to notify them of this and they said they would not charge me.

Fast forward to today, just got charged by Asurion for not sending in my old phone and the admin fee for $525, even though I have not received the phone, but on their system it must have not changed status.

Samsung have really dropped the ball here but people say I am always to forgiving and nice so I wanted to get the Ozbargain communities opinion on whether I should chase Samsung up for monetary compensation for the massive delay and $525 out of my bank account?

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Comments

  • SF3 on 31/03/2022 - 06:36
    +4

    I wanted to get the Ozbargain communities opinion

    Yes, tell'em OzBargain said, they stuffed up and you are not in the wrong. :)

  • elgrande on 31/03/2022 - 06:49
    +4

    So who kept the open phone?

    • Local Bogan on 31/03/2022 - 09:42

      I believe it's being returned to Samsung

  • o53djz7qTPY4der on 31/03/2022 - 07:34
    +4

    Samsung have really dropped the ball here

    I don't know that Samsung have dropped the ball. Surely the phone being delivered to the wrong address is on StarTrack?

    • Local Bogan on 31/03/2022 - 09:44

      Star Track is definitely the main cause but Samsung not updating the status to Asurion and giving a timeline of a month to remedy seems lazy on their part

  • Sunny84 on 31/03/2022 - 07:52

    Out of curiosity, what is the breakdown of the $525 fee that Asurion charged?

    From reading previous threads, I thought Asurion only charged for the trade in phone value if not returned in time.

    • Local Bogan on 31/03/2022 - 09:44

      465 for an S21 128gb and 60 for admin charge

  • kolorijo on 31/03/2022 - 07:56
    +3

    I would have go and pick up the phone & not worry about the compensation.

    • Local Bogan on 31/03/2022 - 09:46
      -1

      It was a gift, otherwise I would have too

  • 87percent on 31/03/2022 - 08:15

    General consensus is SAMSUNG IS SHIT

    • BewareOfThe Dog on 31/03/2022 - 12:48
      -2

      This was a Startrack error, and guess who delivers Ingram Micro (ie Apple ipads, iphones and Macbooks)?
      Startrack, though Sometimes Australia Post if we're lucky.

  • pegaxs on 31/03/2022 - 09:18
    +4

    with some compensation for the opened phone box

    Yeah, because Samsung opened the box :D

    I love these "WhErEz MuH CoMpEnSaTiOnZ!!!!1!1!!" posts.

    • [Deactivated] on 31/03/2022 - 12:49

      Vendor is responsible for the item until it reaches the buyer, which it didn't in this case.

      Maybe not their mistake, granted, but it's them who have a contract with star track and it's on them to chase compensation from them for delivering to the wrong address, unless the mistake was Samsung's and the wrong address was written on package

  • Muzzybee on 31/03/2022 - 10:29

    Dude you're lucky, I ordered the s22 ultra 1tb custom colour and it was damaged by the courier, I haven't heard from anyone and I've contacted samsung, auspost and startrack multiple times and called. Going on 3 weeks now, pretty poor customer service for buying their flagship for the 3rd year in a row. All I want is a darn fefund

    • Local Bogan on 31/03/2022 - 10:46
      +1

      Sorry to hear, really puts things into perspective. Keep us updated on how you go, definitely should be better service

    • bobbified on 31/03/2022 - 12:39

      Assuming the outside of the box/packaging would've been damaged as well, shouldn't you simply not have accepted delivery?

      • Muzzybee on 31/03/2022 - 12:43

        Nah I never received the package at all, no one came to deliver it I was home waiting. It's only when it started getting late in the day and didn't show I checked the tracking and it said delivered, then a few mins later it said attempted delivery item damaged… probably stolen

        • bobbified on 31/03/2022 - 12:45

          ah - maybe time for a chargeback i(f you can) and then reorder if you still want it.

          • Muzzybee on 31/03/2022 - 12:51

            @bobbified: Such a noob question but what is a charge back? The most annoying part is that when you check the order status on samsung and startrack website and tracking, they both say delivered like everything's hunky dory. It's only when you check the tracking through the auspost app it says item damaged. So I can't even cancel it as they think I've received it lol. And the one time I got through on the phone they said cause it's a custom colour they can't refund me like usual it has to be done by corporate or some bullshit. Tbh as a loyal customer of samsung this whole things turned me of so bad I bought a legion pro laptop instead and my next phone might be an iPhone. It's frustrating though as the phone I'm using now the s21 ultra, is easily the best phone I've ever had

  • Drakesy on 31/03/2022 - 11:58
    +2

    To be honest the guy who received the box should've checked the address oh and the fact it said s22+ not s22 Ultra on the box might've been a giveaway.

  • tsunamisurfer on 31/03/2022 - 12:17

    The admin fee would have been refunded after it was clarified.

    $525 x 1% interest X 14 days = 20c

    You want compensation for 20c, you want compensation for new phone in an opened box.

    I wish manufacturers / retailers could just tell customers to F#$@ off and ban them from their products.

  • BewareOfThe Dog on 31/03/2022 - 12:47

    Startrack have really gone down hill in the last 12 months. They have started using outsourcing to cheaper contractors ie SOS Couriers. Most of these drivers I have seen are poorly trained, and make common errors, but what do you expect for $18 an hour?

  • Love a bargain on 31/03/2022 - 13:19

    Email the Asurion since you've got an email from them which clearly says they won't charge you?

    • Local Bogan on 04/04/2022 - 12:05

      They won't respond and I'm still out $525

      • Love a bargain on 06/04/2022 - 06:42

        Perhaps escalate it to Samsung & credit card company if they don't respond in a few more days.

  • Local Bogan on 19/04/2022 - 11:22

    Update 19/04: Still havent received phone with no update on when I might receive it. Asurion is still holding my money. Samsung service is atrocious

  • Local Bogan on 26/04/2022 - 18:54

    Received 2 of the 3 gifts but still no phone. Wondering if I should just cancel it and keep the gifts? Almost 2 months have passed now

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