Office of CEO is no help

[userAYU99dr8HU]

How do you talk to someone that manages the "case reps"? They've committed an refund for me but never sent and now I can't get a response

[nullandvoid]

How long ago was the refund promised to you?  It takes a little while for processing.  If you have a ticket number, you should be able to just call Samsung customer service with the ticket number.  

[userAYU99dr8HU]

You would think that - as soon as they get the ticket number they simply tell you "only your case manager can help". I was told I would have the refund in hand November 8th. The situation began September 29th

[nullandvoid]

Maybe try a private message to one of the moderators.  Sometimes they can accelerate things or point you in the right contact direction.

[userAYU99dr8HU]

The issue is - there's this gatekeeper circle you end up in. All of the departments claim there's no communication between departments - giving them an easy way to shift responsibility. Once you figure out how to reach out to the complaint center (office of the president) - everyone dumps you there and the rep there can't follow up on anything but also can't point you into the right direction to speak to someone. No matter who I speak with, the default answer is, "you have to speak with your account rep". When I bring up non-responsiveness or the 4 dates they've committed to resolve have all passed - I'm told the only person that can help is the account rep and they are the highest level you can reach. They think we're stupid. The highest level you can reach and they can't reach out to anyone to follow up on the status?

[nullandvoid]

A bureaucracy is a bureaucracy.  If you were assigned a case worker, then only that caseworker would have the details of your interactions.  One would think in this day and age, with everything on computer, the notes of an interaction would be accessible to anyone in either the CEOs office or customer service.  Did your case worker give you their name?  Did you ask if that caseworker was still actively employed (may have been fired or quit), or on vacation or leave?  You may have to start your interaction all over again, as if you never contacted them in the first place.  

[userAYU99dr8HU]

Oh I have the case worker's name. I call often, email often. I think she's rated on responsiveness - not results. She always responds within 24-48 hours but the response is, "I have no update at this time* or "your refund has been approved but I don't know how long it takes for it to be issued"