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Need US CEO contact information due to pricing error on S9 Ultra that no one is fixing

(Topic created: 06-02-2024 05:17 PM)
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JudoFlash
Constellation
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I have been having one of the worst customer service experiences of my life, and am looking for a corporate escalation contact or line to the CEO for a US purchase I made on 5/24. I have tried the supposed CEO contact form on the website, but no one has followed up so I have no faith that anyone will.

The short version is that I purchased an S9 Ultra on 5/24, as part of trading up my family's existing tablets). On this order, due to the promotion at the time, the trade-in value of my S8 was to be $700; with the additional promotional discount, it brought the final price showed in my cart at checkout to $249.99.

The problem is, Samsung charged me $949.99, and did not have the trade-in on the receipt sent to me. I I have called, spoken with a supervisor, and had many emails back and forth. I was promised on my first interaction that the trade-in for $700 would be honored and added to the order. I asked if I should re-purchase when the pricing was all the same, and just refuse/return the one they charged incorrectly, but was told that it would not be necessary.

However, I have since been told that no one will fix it, and that all I can do is return the device that was shipped and reorder (which would be at a much higher price).

Any help getting this contact information would be greatly appreciated, as the endless cycle of sending the same information over and over again through email and getting no resolution is akin to torture.

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Samsung_Moderator
Community Manager
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Hello! Thank you for reaching out! I agree with @user_ams007 to call in directly. You can also reach out to our ecommerce team at 1-855-726-8721. Also, you can use this link if you wish to reach out to the CEO: https://www.samsung.com/us/support/contact/email-the-ceo/

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user_ams007
Samsung Care Ambassador
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I'm sorry that you had such a bad experience with the purchase of your tablet. When you purchased it, did you check the trade-in offer? Unfortunately, you need to contact Samsung directly and keep asking for assistance, I personally had an issue with a lost trade-in, and Samsung was able to automatically fix the issue
JudoFlash
Constellation
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Tablets

I did check trade-in, and it showed when I checked out. No idea why it went away, but aside from one person I spoke to on the phone acknowledging that the website occasionally does that, no one is taking ownership of delivering on what I agreed to when I purchased.

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user_ams007
Samsung Care Ambassador
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I'm not sure why the trade-in disappeared, If you look at your order, does it show the trade-in discount, You should have only been charged the discount rate. Unfortunately, you need to contact Samsung via phone and ask them to assist you, We don't have access to any type of order. You could return the device and then reorder it with the trade-in , Samsung should be able to assist you,
JudoFlash
Constellation
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I believe I addressed all of this in my initial post, as well as Samsung not assisting me. This is why my ask was for a real email contact for the CEO.

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user_ams007
Samsung Care Ambassador
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Unfortunately, I don't have that information. Samsung Support should be able to assist you. Please keep trying , The number that you should call is +1 800-726-7864

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Samsung_Moderator
Community Manager
Community Manager
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Hello! Thank you for reaching out! I agree with @user_ams007 to call in directly. You can also reach out to our ecommerce team at 1-855-726-8721. Also, you can use this link if you wish to reach out to the CEO: https://www.samsung.com/us/support/contact/email-the-ceo/