Samsung - Pathetic Customer Care - Not Honoring The Promo Offer - Galaxy Watch

Lani87 on 18/07/2023 - 21:48
Last edited 19/07/2023 - 09:45

Hi OzBargainers,

Seeking help from fellow bargainers.

I bought a samsung S23 ultra from Samsung online store on 30/06, and as per the promo, I was supposed to get the galaxy watch for free.
as suggested by some, I applied a loyalty voucher during checkout.

Now, Samsung is denying to provide a free watch saying that because I used the voucher code, they cannot provide the free watch.

How true is this and what options do i really have at this moment now ?

I have sent several emails and tried calling, but none of them have a clear answer. I just got this one vague reply about the voucher code being used.

I am really pissed off with pathetic samsung customer care, wish I had bought it from some store.

I have done payment using paypal., is there a chance I can do a chargeback, and if yes, how does this impacts my credit history ?

my order page says this :
https://files.ozbargain.com.au/upload/286930/105213/screensh…

Electrical & Electronics

Comments

  • Hybroid on 18/07/2023 - 21:59
    +3

    Complaints around Samsung's trade-ins and offers seem to be quite common.

    Start with what does your e-mail receipt/invoice say? Does it show a Watch listed on there as part of order?

    Next have you tried redeeming it via the portal? https://www.samsung.com/au/offer/eofy-galaxy-s23/

    • Iwantthebestprice on 18/07/2023 - 22:10
      +3

      Looks like page 4 clause B is where OP stuffed up:
      Cannot be used in conjunction with any other Samsung offer or promotion.
      OP sounds like they might be out of luck. Would be cautious trying to do a charge back if they’re in the wrong. Highly likely Samsung would just sell the debt to a 3rd party agency

      • djsweet on 18/07/2023 - 22:13
        +2

        Vouchers are not usually considered a promotion.

        • Iwantthebestprice on 18/07/2023 - 22:14
          +1

          I agree not promotion, but a Samsung loyalty voucher sounds like a Samsung Offer?

          • djsweet on 18/07/2023 - 22:15

            @Iwantthebestprice: Isn’t an offer usually buy one get one free or something. Not using a voucher?

            • Iwantthebestprice on 18/07/2023 - 22:18

              @djsweet: Yeah true, I wonder if the above clause I mentioned is the one Samsung keeps pushing back on. OP should get Samsung to confirm which clause in the T&C is causing the issue, but I guess that’s a stretch getting from Samsung, I tried with Samsung a couple years ago on an issue I had, very similar to OP, and gave up after it went round in circles and got no where so now I just avoid buying Samsung

    • eug on 19/07/2023 - 00:02

      Complaints around Samsung's trade-ins and offers seem to be quite common.

      Beware of publication bias - it could be because only people who experience problems take the effort to write a post about it. My trade in went fine, at least 5 of my friends also did trade-ins and they were fine too. Since everything happened as it should, there's not much to say so none of us bothered to write a forum post saying "My Samsung trade-in was fine. That is all." So you are far more likely to read a forum post about an issue because if there was no issue, there would be no post. You're only seeing one part of the picture.

    • ani87 on 19/07/2023 - 09:47

      thanks for reply, this is what my email says:

      https://files.ozbargain.com.au/upload/286930/105213/screensh…

    • ani87 on 19/07/2023 - 10:03

      thanks, the invoice says PROMO word in it. but nothing explicit about the watch.

      However, when I was ordering, it had watch included in it, but I forgot to take the screenshot of it.

  • MS Paint on 18/07/2023 - 22:25

    Tell Samsung you will re-pay the value of the voucher and they can then send the free watch.

  • randomusername2017 on 18/07/2023 - 22:32

    how does this impacts my credit history ?

    Going in to battle unarmed can be hazardous to your health.
    Admit defeat …

  • screensaver on 19/07/2023 - 09:14
    -1

    Tell them you want a refund as you only bought it because of the watch offer

  • ani87 on 19/07/2023 - 09:47

    thanks for all your reply, updated the post, with what my order page says:
    it says PROMO, and assumption is the ongoing promo of that time, which was free watch

    https://files.ozbargain.com.au/upload/286930/105213/screensh…

  • ani87 on 19/07/2023 - 11:35

    also the invoice says:

    Your promotional discount has now
    been applied.
    Promotion applied to your
    order

    what does this means, any one can please help.

    • Hybroid on 19/07/2023 - 11:57
      +2

      Hmmm, don't like your chances unfortunately. Promo discount means the loyalty voucher you mentioned.

      If there's no mention of Watch then seems not included in the order.

      Like I said above, you can try logging in to see if you can redeem the offer here: https://www.samsung.com/au/offer/eofy-galaxy-s23/

      Otherwise, only other option is to return the phone and get a refund if they allow it. Then can order again with Watch.

      • ani87 on 19/07/2023 - 12:18

        Thanks @Hybroid, sorry forgot to tell you, I did redeem the offer on this page, and thats where it says Rejected,

        also, I have chat screenshot from samsung team (chat with them just after placing the order), which confirmed the Promo means watch will be included in it.

        https://files.ozbargain.com.au/upload/286930/105218/screensh…

        and then when I received the courier it wasn't there, I talked to them, and they asked me to redeem on the portal you suggested, where it says rejected

        • eug on 19/07/2023 - 12:28

          also, I have chat screenshot from samsung team (chat with them just after placing the order), which confirmed the Promo means watch will be included in it.

          Did you tell them you used a promo discount code as well?

        • ozprash on 19/07/2023 - 14:35
          +1

          Interesting, because when I ordered the phone from Samsung, the Watch was added to the original order itself as an additional item, and received both in one shipment. Was it not the case for you? I had used the loyalty voucher and newsletter code as well.

          • ani87 on 19/07/2023 - 15:43

            @ozprash: No @ozprash, I did not. and after placing the order, I had a chat with samsung customer care, and they told me it would be in one shipment.

            I am not sure whether its Aus Post or Samsung playing it up.

            good to know that you used loyalty voucher and got it.

            Can you please confirm, what did your invoice says — does it mention the watch by any chance ?

            • ozprash on 20/07/2023 - 13:19

              @ani87: I just checked the invoice and it lists the watch for $0 along with the phone.

  • eug on 19/07/2023 - 12:27

    Just return it. You did apply a promo discount which the T&Cs for the watch promo says would invalidate the watch promo.

    • ani87 on 19/07/2023 - 16:47

      but promo discount is separate to the promo offer they have been running, and I see people getting the same offer, even after applying the voucher code.

  • screensaver on 19/07/2023 - 17:20

    leave reviews and complaints everywhere, like facebook, and google and product review against this dodgy company

  • Batou on 20/07/2023 - 11:07

    I recently got a similar deal from the Samsung online store. It included the Galaxy watch.
    At order checkout it included the watch and put the price as free.

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