The Absurdity of Samsung's Delivery Systems

dec1an on 06/03/2025 - 10:52
Last edited 06/03/2025 - 11:20 by 1 other user

So I ordered a new TV to take advantage of a sale but the Trade Up feature wasn't loading (it was when I checked a few days earlier). So I figured, oh I'll just get them to add it to the order.

Long story short - nope. Not even their head office can do that. What an utter farce that the ability to make very simple changes (because their own website broke!) is taken away from their customer service staff!? Is this normal? I've wasted so much time on this basic request that I have zero motivation to ever buy a Samsung product again.

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Comments

  • djsweet on 06/03/2025 - 11:20
    +7

    ADASHS

  • Hybroid on 06/03/2025 - 11:29
    +28

    So I figured, oh I'll just get them to add it to the order.

    You made this baseless assumption. There's entire workflow processes and logistics challenges to chopping and changing orders.

    Samsung have tons of horrible practises here, including dreadful customer service, but you cannot not follow processes and complain about it.

      • mboy on 06/03/2025 - 12:56
        +6

        The point is that you assumed they could just add it to the order later, but they can't.

        Whether that's because of rigid order workflows (as has been suggested) or simply because of the widely known fact that Samsung's customer service is utter dogsh*t is beside the point.

        The safer course of action would have been contacting them before making the order, after you realised the 'Trade Up' feature was broken on the website.

          • mboy on 06/03/2025 - 13:24
            +13

            @dec1an: What are you trying to prove? That Samsung support sucks? WE KNOW!. You should have known too, there's a new forum post about it every couple of days.

            Now how about acknowledging this part of my comment:

            The safer course of action would have been contacting them before making the order, after you realised the 'Trade Up' feature was broken on the website.

  • plmko on 06/03/2025 - 12:07
    +5

    Trade ins are handled by a separate company. What do you want them to do.

  • JimmyF on 06/03/2025 - 12:10
    +7

    So I figured, oh I'll just get them to add it to the order.

    You assumed you could do something, when infact most companies and stores don't allow promos/trade ins to be applied after the fact.

    Is this normal?

    Yes, most companies only allow promos/trade in deals etc to be applied at ordering time.

    Its like ordering a bucket of KFC and while waiting for them to make it, you look in the app to see there is a promo for a bucket of KFC so you ask them to change the price you paid.

    I've wasted so much time on this basic request that I have zero motivation to ever buy a Samsung product again.

    It is what it is, you assumed something and now getting all upset as you can't do what you assumed.

    Also none of what you have said has anything to do with "Delivery" like your title claims.

      • JimmyF on 06/03/2025 - 13:58
        -1

        but it has everything to do with delivery

        delivery isn't ordering……

        as it's been 'dispatched' which seems to be a shorthand for a system/contract procedure to hand over to a separate company…

        So the order is completed on their side then, so they can't change it.

    • DingoBilly on 06/03/2025 - 12:42
      +8

      Yep. This is a classic case where the user made an error and is now blaming the company and getting angry.

      Annoying as well when people like OP just get angry and defensive in the comments instead of listening and copping to making a mistake. Those sorts of people are frustrating as they'll always blame others for their problems.

        • JimmyF on 06/03/2025 - 13:59
          +4

          their website was broken and I wanted them to fix the issue

          You wanted them to fix it after the fact. Your error was assuming they could 'fix' the issue AFTER you placed a order.

          Your error was placing a order that wasn't as you wanted it to be.

          • dec1an on 07/03/2025 - 15:57
            -4

            @JimmyF: silly me assuming customer service was even vaguely important to a large company … or that Ozbargainers would be such bootlickers about inflexible logistics and apologists for borderline bait and switch tactics! Oh well, moving on

            • JimmyF on 10/03/2025 - 15:12

              @dec1an:

              silly me assuming customer service was even vaguely important to a large company

              No, it was silly you for assuming customer service could redo your order after you ordered it to include a trade in. Again you assumed something that couldn't be done.

              or that Ozbargainers would be such bootlickers about inflexible logistics and apologists for borderline bait and switch tactics! Oh well, moving on

              For once, Ozbargainers understand the process.

        • mikekiwimike on 07/03/2025 - 08:18
          +1

          You didn’t make an error, you decided to proceed without a “trade in”, it’s not Samsungs mistake either.

          Assumption my friend is the mother of all f.ckups

          • dec1an on 07/03/2025 - 15:55
            -1

            @mikekiwimike: yeah well it's a cautionary tale. Their systems have zero flexibility.

  • pharkurnell on 06/03/2025 - 12:14

    I have zero motivation to ever buy a Samsung product again.

    They will be shattered to hear this… anyway footy season is nearly on us..

  • Ozbar Gain on 06/03/2025 - 12:37

    How dare they

  • MS Paint on 06/03/2025 - 13:12
    +1

    🎻

  • Charp on 06/03/2025 - 14:04
    +1

    This is proof that there is no cure for stupidity.

    • MS Paint on 06/03/2025 - 15:12

      Next post from Charp…

      Sorry I hurt your feelings when I called you stupid. I thought you knew.

  • Downvoter on 06/03/2025 - 14:49
    +6

    What an absolute sook you are

  • 0 0 0 on 07/03/2025 - 07:30

    Lol you were never going to get any sympathy here. Samsung have a terrible track record that is widely known

    • dec1an on 07/03/2025 - 15:54
      -2

      But my kink is getting dunked on by bootlickers who think bait and switch should be legal and logistics is more important than customer service, so who's the real winner here

      • NanoDuke on 10/03/2025 - 09:20

        Take off your fedora and cool down before you have a stroke.

  • NanoDuke on 07/03/2025 - 08:37
    +1
    1. By proceeding with your purchase and by participating in the Samsung Trade-up (“Program”), you accept the following:
      (a) The trade in discount “Trade-Up Discount” you receive is an incentive to recycle an old eligible product (“Recycled Product”) and to purchase a new Samsung appliance, monitor, speaker or television as applicable (“Eligible Product”) in the one transaction.

    No one forced you to go ahead with the purchase before eligibility of the Trade-up.
    Samsung has every right to deny you any compensation (whether they can do it or not, logistically), since it's clearly there in the T&Cs. Big biznis gon biznis.

    • dec1an on 07/03/2025 - 16:02
      -2

      Thanks bootlicker! Where did you get your law degree?

  • dec1an on 07/03/2025 - 16:12
    -4

    Does Samsung have an army of bots here or are you all just bootlickers?

    Under Australian Consumer Law (ACL), businesses are prohibited from engaging in misleading or deceptive conduct (Section 18) or making false or misleading representations (Section 29). This includes scenarios where advertised promotions, such as "trade-up" discounts, are not genuinely available due to issues like a broken website. Even if unintended, failing to deliver advertised benefits can constitute misleading conduct, and businesses cannot simply refuse to honour offers without clearly informing consumers and offering remedies such as cancellations or refunds.

    Australian case law supports strong consumer protection in these circumstances. Notable precedents like ACCC v Kogan Australia reinforce that advertised discounts or benefits must be genuine and clearly delivered. Courts have penalised companies heavily for promotional misrepresentations, including those arising from online or technical errors. Ongoing ACCC actions, such as the recent proceedings against The Good Guys for failing to adequately deliver promised promotional credits, demonstrate that regulators are vigilant about such breaches.

    In situations where a business refuses to fix a promotional issue or denies cancellation rights, consumers have clear rights under ACL. They can demand that products match advertised promotions or else have the right to cancel the order and obtain refunds. Any terms and conditions preventing consumers from cancelling due to company errors are likely to be considered unfair and void. Consumers facing such issues should formally request compliance under ACL, escalate complaints through consumer agencies, and, if needed, seek remedies through consumer tribunals like NCAT or VCAT, which commonly support consumers in such cases.

    • mooseca on 07/03/2025 - 21:42
      +1

      Get a refund then?

  • solidussnake on 08/03/2025 - 07:12

    Theres still time to delete this post..

    • MS Paint on 08/03/2025 - 18:23
      +3

      Came for confirmation bias. Left calling ozbargainers bootlickers. What a classic.

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