Samsung Order

Samsung Sucks

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Full disclosure. I’ve been associated with Samsung in one way or another for a long time. However, that does not mean I won’t call them on the carpet for stupidity, carelessness, or poor customer service. Like this exact case.

I’m sure y’all have heard about the Samsung 7 fiasco. Where the batteries (or the electronics- it’s still not clear) created all sorts of fire and melting hazards. So much so that they terminated the availability of one of the versions. Thankfully, I wasn’t ready to get rid of my Samsung 3 when this came out, so I wasn’t affected.

But, lately, my Samsung phone had been restarting for no good reason. And, sometimes, it won’t restart. I have to take off the protective case (I don’t want the glass to shatter, so I protect my phone), open up the phone itself, take out the battery, and then restart the unit.

Or, should I try to open one of the running apps (the Samsung lets- at least until this failure- about 7 apps run simultaneously without hurting performance), then I get a cryptic message saying (in essence)- go to hell. I have to relog into my phone  and open the app I wanted to use.

Hence, my great desire to obtain a new phone. I debated between the new Google phone and the soon to be issued (now out) Samsung S8. I went with the Samsung because of my affiliation- and because the Google phone seems to be the exclusive province of Verizon (which I avoid like the plague, for many reasons- including poor performance in Northern Virginia and Southern California).

Samsung Order

On 3 April, I placed a pre-order for several Samsung S8 units and a few (not yet released) appliances to enhance the experience of the S8. The Samsung website crashed at least five times during the process. Finally, I received an order number. Hurray!

The week of the 17th, most of my friends were telling me they got their phones. (They also described some disturbing problems with them- like a very red screen. One told me that I was not going to be happy- because the security systems Samsung installed on the phone discriminates against Lefties. [No, he wasn’t discussing my political stance.])

On the 20th (the day Samsung promised to deliver our phones), I saw the FedEx, UPS, and US Mail come and go- without once knocking on my door to sign for my package. I called Samsung. After about a 2 hours escapade traipsing through various offices, I reached someone who took responsibility.

He reported that he was sorry, but there was something missing in my order. But, when he went over all the items, he admitted that he had no clue what was missing. Number of units, colors desired, computer connection, VR, all there. Name, address, phone number- check. Payment via PayPal- check.

(I do NOT give vendors my credit  information. I don’t trust that they don’t keep the information, that they will keep it as secure as I do, or they won’t bill me more than once. ALL that have happened to me before [and many other ‘gotcha’s]. So, I stick with PayPal, which meets the standards I expect.)

He promised my order was off hold and would be shipped promptly. I should receive a new notification in a day.

You know what happened. Nada.

So, I called on Monday to follow up. This time- after another 2h, 21 minute hold- I encountered a simpleton (I am being kind here) who demanded I provide him with my billing address. I recited the two potential addresses- and he again demanded I pick one. I knew if I picked the wrong one, he would say he can’t help and would immediately hang up, and leave me to start anew. I demanded to speak to his supervisor.

While I waited for her to pick up, I searched my records.

Guess what? The order has no mention of billing address. (Probably because I used PayPal!) When the supervisor picked up, I brought up that issue and the stupidity of her underling. She apologized for that (but didn’t promise to terminate the simpleton) and promised to get to the bottom of the problem.

Which brought up the same comment. My order is again on hold. It seems that PayPal had not authorized their charge. It immediately dawned on me how absolutely stupid Samsung had been and I explained to her what I thought the scenario had been.

She agreed. It seems that Samsung placed a hold on my funds on the 3rd of April. And, instead of renewing the hold- or taking the funds at the time- they did nothing.

Not surprisingly, when they went to hit my credit again on the 17th (the day the order supposedly was being shipped to me), it was refused. Because the authorization had expired. Instead of re-initializing the authorization, Samsung just placed my order (for multiple phones and paraphernalia)  in the circular file.

When I called on the 20th, I had no idea of this issue. So, when it was processed again that night- the same result.

NOW, in either case had they done what their protocol claims they do- they would call me or send me a note- this could have been fixed. But, they didn’t.

This 3rd time, I told the supervisor that I was going to call PayPal and have them alerted to Samsung and that she should have my order processed that night.

I actually called PayPal- but I told them it was the stupidity of the Samsung ordering system that was the problem. But, the PayPal rep told me to hold and he set up an override for this $ 3K order to allow Samsung to get me my devices. I hung up and felt secure this ordeal was finally over.

But, no! Samsung waited FOUR days (not 1, not 2) to follow up. And, the special override won’t last 3 days.

I’ve called twice since then- but couldn’t stay on hold after 2.5 hours (I had clients calling with problems).  I’ve also used the Samsung special chat system (twice)- which promised a reply in 24 hours.  They must use a biblical clock- you know the one that let the world be created in 7 days (without specifying how many hours were in a day).  Because it’s been a week, 4 days, and 3 days (yes, three separate occasions)- and i still have no reply.

Anybody have a suggestion for a supreme smart phone? Because Samsung is probably not going to get my money.

Roy A. Ackerman, Ph.D., E.A.

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2 thoughts on “Samsung Sucks”

  1. What an unbelievable mess, Roy!!! I don’t think I would have been able to be as patient, or persistent, as you in dealing with a similar problem. I will be sure to avoid Samsung in the future!
    Martha Orlando recently posted..Pray!

    1. I wish I were the only one they’ve failed, Martha!
      That’s why I published the blog. To let others know how the “new” Samsung philosophy is really being executed… (Yes, I chose that word on purpose.)

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