Samsung
- Wrong information Order not cancelled and terrible customer service Open
Prashant Michael filed this complaint against Samsung on Sep 03, 2020
This complaint is against Samsung India
*. Wrong information given by exec and hence product booked on the site
*. Absolutely no information about the product
*. Pre booking still not delivered - Other customers who have not pre booked can walk into the store and get it starting **th Aug. I booked the product on **th Aug and today is *rd sept - product not delivered.
*. Terrible customer service - Extremely unapathetic
*. I have cancelled the product on **th Aug and Samsung is not even acknowledging that. agents keep saying that back end team is working on it. I have called every ** hours and they keep repeating the same thing.
Details:
Order ID - ***********
Complaint ID - *******
Second complaint no - **********
I visited your site in the first week of August and tried booking the Samsung note ** ultra however chose against it as i was not sure of the offer.
I got a call from an executive from Samsung where i was told that i will get the following offers
EMI from HDFC
**** cash back &
***** worth of exchange
I booked the phone using the EMI options on the **th Aug at midnight so it could also pass off as **th Aug.
I later saw that i was charged the complete amount on my card despite using the EMI option. I called HDFC and was informed that they have not received any request for EMI and i will have to speak with Samsung on this.
I was also informed by them that i do not have any cashback offer as well.
I called and also wrote to Samsung and i have been extremely disappointed by what this organization stands for.
I have been using your products for ** years and I feel horrible about it now.
I was informed that cash back is not there since i have taken an upgrade. While it was not clear on the website, i am willing to take that - since i didn't know there will be these hidden messages and i should have read the terms and conditions in detail. What i am more pissed about is that Samsung is shamelessly refusing to accept that there is something terribly wrong with the website. despite choosing the EMI option i was not given that by Samsung and i was shrugged off by saying please talk to HDFC. HDFC says that they have to be instructed by the merchant.
Also the following are my concerns causing mental trauma and i need compensation for this.
Please note that this phone is available across physical channels and people are able to walk into a shop, avail all offers and get the product in a min. I was a fool to book it on **th and wait till today without any luck.
What's the point of pre booking??! Shouldn't customers with pre booking get the product first?
You take the money of the customer, keep it for weeks and not deliver the product for weeks while anyone can walk into the shop and buy the product **th Aug onward.
I was waiting for information on shipping for * weeks. An Amazon website does a better job in informing the customer as to when the product will reach the customer
I got a mail on **th Aug at noon saying it will take another * to * days to get the product.
Think about it..someone who doesn't do a pre booking can buy the product on **th whereas a customer who has paid the money on the **th has to wait till *st sep to get the product!!! How does this even make sense. Can you define the meaning of pre booking??!! Customers on the store channels are getting the exact same offer without the wait so why should one do pre booking?
So i decided to cancel the product for the reasons mentioned above and below:
*. Horrible customer service and absolute apathy in solving the query - I have been put on hold for hours together - no responsibility taken and agents are horribly trained
*. Misleading information - nowhere it says only one of the offers can be availed
*. Lies by customer reps - Where i was informed that i will get all offers including exchange
*. Absolute no clarity when the product will reach to me. No msgs, no update on website etc.
On the day of shipment which was after ** days of waiting from the booking date I get a mail saying I will get the phone after *to * days.
*. Customer without pre booking getting the phone before me.
*. I chose the emi option on the website and I was charged the full amount. I can't play this back and forth game anymore.
This doesn't end here - I have cancelled the product and still going through torture by Samsung India.
I cancelled the product on Wednesday, **th Aug and i was told that it will take **- ** hours for the product to get cancelled. I was ridiculed by this reasoning that why will a cancellation take ** hours and why will my money be returned after ** days! I am trying to ignore this still.
The problem is that i called after ** hours after the cancellation and i was told that complain will be taken and i will have to wait for ** - ** hours.
Are you insane? !!! to cancel a product it will take ** hours!! Have you not tortured me enough that i need to go through this now!!
I was on a call with someone called Mr. Narayan (yes he called himself Mr. Narayan) with horrible customer service, who refused to help me and put me on hold for more than ** mins and after me being on the call for *:** mins, disconnected my call.
I want all the calls edited which were taken by Jacob, Lakshmitha, Abshishek & Mr. Narayan on **th, **th, **th, **th and **th of August. I am extremely exhausted by this experience and now i understand why people prefer a product from apple which has exception service. With Samsung even after buying a product worth more than *L one is treated like shit.
I need to know how quickly this product will be cancelled, how you will take action against these agents and how i will be compensated for this mental torture.
Are you brand?
Are you Lawyer?
Resolution Demanded:
Apology letter from company
Refund / Credit for purchase
Damages for loss and agony
Samsung
Resolved
Frustrated? File a Complaint
Travolook
"I really thank you Voxya support team for quick support on Travolook refund issues, I got my refund amount. Indeed appreciate your quick help."
Santosh Dash
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