Original topic:

Returned Phone

(Topic created: 06-26-2021 08:49 AM)
userIUxpGuSBu3
Constellation
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Samsung Apps and Services

Hello,

I am not sure if this is the right place to post this but at this point I am pretty desperate. Does anyone know a way to resolve this? Or atleast a US phone number because the 800 support number just has me in a loop.

I returned a phone recently, Samsung S20 FE, that I bought through the online shop. I used the package it came to me in and the return label I was given by Samsung. Something happened during the shipping process and the box apparently arrived empty yet according to the tracking info it was 18 lbs as well? Very weird. I have tried calling Samsung support but they have given me conflicting information about what is going on. They have requested a refund several times but it gets denied by the returns department. They can't give me any information on what the box looks like or a picture of it when it arrived. I can't even get a number or be transferred to talk to the returns department who keeps denying my refund. I was told to open a case with FedEx and was finally able to after being told a few times by FedEx that since Samsung created the label that they would need to open the case. I am still waiting to hear from FedEx but this got me thinking, why can't Samsung work with FedEx to find out what happened? They would definitely have more pull with them than I would since they use them to ship and return phones.

Support also told me that at this point there is nothing they can do and I could write and mail a letter to the Office of the President of Samsung......

Surely there is someone I can talk to before doing a step like that.

Any help would be greatly appreciated. If I need to post this elsewhere just point me in the right direction 

Thanks!

Stephen Molock

 

 

 

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SamsungQue
Samsung Moderator
Samsung Moderator
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Wow, I can understand how frustrating this whole situation can present itself to be. I would recommend reaching out to our eCommerce department (1-855-726-8721). The eCommerce department would be your best shot at resolving your issue. 

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EricJRW
Cosmic Ray
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Who did you ship it with? I would think they are responsible if the package you shipped was lost, damaged, or otherwise messed with... I.e. not what you shipped. If Samsun did not get the right thing, it's the shipper's fault. Follow up with them, and perhaps submit a claim. 

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userIUxpGuSBu3
Constellation
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Hi EricJRW,

 

I shipped with FedEx but only because that is the shipper that Samsung sent the return label for. They are currently giving me the run around and have denied the claim. They said I can submit a new one but don't know why that one was denied. Also that they need Samsung to submit it on their end but Samsung won't do this. '

I keep getting routed to support lines for both companies that can't do anything

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Andytheman
Comet
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Too bad you didn't insure it with FedEx. I think you lost your phone since neither will admit it.
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SamsungQue
Samsung Moderator
Samsung Moderator
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Wow, I can understand how frustrating this whole situation can present itself to be. I would recommend reaching out to our eCommerce department (1-855-726-8721). The eCommerce department would be your best shot at resolving your issue. 

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userW4EBGpWiBB
Constellation
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Samsung Apps and Services
The solution to these things is often simple... Just pay with a credit card, and at this point you could have the payment stopped and credited back to your account. Then the credit card company would investigate and see what the problem was. If Samsung does not work with them you will simply keep your credit and go on your way. Easy.
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