Samsung would not initiate phone return for Z Fold6

[userr1ZQrXZlFj]

CHAT

SA3.......

9:14 PM

Thanks for your message, please wait a moment while our agents attend to you.

9:14 PM

This conversation may be recorded and retained. https://www.samsung.com/us/account/privacy-policy/#1

9:15 PM

Please take a moment to share your question with us, so we can find a solution faster.

9:15 PM

Thanks for your patience. We’re experiencing a high volume of chats and will be with you as soon as possible.

9:17 PM

I have been trying to complete a return order since 11/29 and there's been no resolution

9:17 PM

I have spoken to 3 'representatives" that have stated I will be receiving an email with the details to return the phone but to date I have not recieved anything

9:18 PM

I'm tired of contacting you with the request and no resolution is given

9:18 PM

I need this to be resolved

9:18 PM

Do not ask me to keep the phone. I do not want this phone. I want to return this phone and get a refund.

9:19 PM

I need a resolution tonight



You are now connected with Nika Joy Nacor

from Samsung E-Commerce Customer Support

9:20 PM

Hello, welcome to Samsung Order Support. My name is Nika. I'll be your personal guide on today's journey.

9:21 PM

Hello there Luis!

9:22 PM

The journey? I have been in this journey long enough and I need resolution to this situation

9:23 PM

I do apologize for the inconvenience Luis, but can you tell me more about your concern please?

9:24 PM

I need you to check ticket # 14564661

9:24 PM

I'm tired of explaining the situation to every agent

9:25 PM

Are you there?

9:26 PM

Yes Luis! Please let me check this on my end for you.

9:27 PM

I need this resolved tonight. I have talked to 3 different agents who have been telling me eveything is in process and I'm still waiting for the informaiton to complete the return and get a refund

9:27 PM

BTW, that 'agent', Bryan, lied when he said we got disconnected

9:28 PM

I understand you on this Luis, no worries I'm checking this now on my end for you.

9:29 PM

Let me help you with the initial conversation:

9:29 PM

Hi Luis Rodriguez has joined the chat 7:01 PM Hi 7:01 PM We’re connecting you with an agent to assist with the return process. 7:01 PM Thanks for your message, please wait a moment while our agents attend to you. 7:01 PM This conversation may be recorded and retained. https://www.samsung.com/us/account/privacy-policy/#1 7:01 PM In the meantime, can you share a few more details around which items you want to return and why? 7:01 PM We’ll pass those along to the agent so they can get a head start on your return. 7:01 PM One moment while you’re connected. 7:02 PM Please take a moment to share your question with us, so we can find a solution faster. 7:02 PM Thanks for your patience. We’re experiencing a high volume of chats and will be with you as soon as possible.  You are now connected with John Bryan L. Sanchez from Samsung E-Commerce Customer Support 7:02 PM Hi! Welcome to Samsung Order Support. This is Bryan. I'll be your personal guide on today's journey. 7:03 PM Hello Bryan 7:03 PM Hi 7:03 PM Can you tell me more about what's going on? 7:03 PM I recently placed an order for a new phone and its case and I need help returning it or replacing it for a diffferent phone 7:05 PM Sure, One moment. I'm just checking the order details here. 7:05 PM White checking on this information, how's your day going? 7:05 PM Thank you 7:06 PM It's been a relaxed day after all the eating and craziness that happened yesterday 7:06 PM Your order is Galaxy Z Fold6 S Pen Case, Navy? 7:06 PM Yes, that is correct 7:07 PM Sound's you enjoyed the thanksgiving Luis, That's awesome! 7:08 PM Luis, If may i ask what is the exact reason for returning this one? 7:08 PM I love the phone, but I never realized the camera resolution was bad 7:08 PM Not bad, but not as good as my current phone or other Samsung available phones 7:09 PM I respect your decision, The reason I asked is just want to document this in our end. Thank you. 7:09 PM Sure 7:10 PM The last thing that we want our Samsung customers to do is return their order, here's what we can do, we can offer you a refund compensation amounting $6. Let me know your thoughts. 7:11 PM Instead of returning the product you just need to keep and will get a partial refund as compensation. 7:11 PM Keep the Z Fold? 7:12 PM Yes the one that you are requesting. 7:13 PM I get to keep the Z Fold and you issue a partial refund? 7:13 PM Yes Luis. If this sounds good to you, I can begin that process right now. Would you like me to proceed? 7:14 PM Let me think ... 7:14 PM Sure Luis. 7:16 PM The partial refund is $6? 7:17 PM That's correct, Please be aware that it can take 5-7 business days for the refund to appear in your account. 7:18 PM What I would like to do is to return the Z Fold and replace it with the S24 Ultra 7:18 PM Is that exchange possible? 7:19 PM I did open the box but the phone was not activated. Not even turned on 7:20 PM I'm sorry we don't have that kind of option as of the moment. 7:20 PM So can I just return the phone? 7:20 PM The Z Fold 7:22 PM You want to keep the Galaxy Z Fold6 S Pen Case, Navy and return the Galaxy Z Fold6 512GB (T-Mobile) ? 7:22 PM Just want to clarify. 7:22 PM No. 7:23 PM Oh that's why \ 7:23 PM Initially I wanted to exchange the Z Fold6 and the case for the Galaxy S24 Ultra 7:23 PM But you said that's not possible 7:23 PM Since that's not possible 7:23 PM I think we are not in the same page Luis. 7:23 PM Lol 7:23 PM I want to return the phone and the case 7:24 PM OK, let's start over than. I'm sorry 7:24 PM The offer of $6 are for Z fold6 S Pen only. 7:24 PM I'm sorry also luis 7:24 PM That's why that didn't make sense to me LOL 7:25 PM Are you pertaining the phone which is , Galaxy Z Fold6 512GB ? 7:25 PM Yes 7:26 PM Is it not possible to exchange the Galaxy Z Fold6 512GB for the Galaxy S24 Ultra 512GB? 7:29 PM The option we can offer to you right now is to keep the product and compensation refund of $110. 7:29 PM But the reason why I want to exchange it is because of the camera resolution, it is not good for me 7:30 PM I really appreciate the offer but that wouldn't work for me 7:30 PM Since it cannot be exchanged, can I return it and get a full refund? 7:31 PM I understand, But I can initiate a return this item for you. 7:31 PM Yes please 7:31 PM That's correct, the amount is $1,265.99. 7:32 PM Once I have returned it and the refund takes place, I will purchase the S24 Ultra 7:32 PM Yes, the $1,265.99 is the correct amount 7:33 PM Sound's good! To extend my help I will be creating a cart for you after this chat, just want to ask How much GB you want for you s24 ultra? 7:33 PM It will be the 512GB 7:34 PM How about the color Luis? 7:34 PM Black 7:35 PM Thank you, Let me initiate your return. 7:36 PM Before I request, Please be informed about the restocking fee 5% - Our restocking fee is implemented for specific items to cover the additional labor and handling required by our logistics partners during the return process. 7:36 PM Yes, I read that from your website 7:39 PM We apologize for any frustration caused by the restocking fee, and we appreciate your understanding. 7:39 PM Hi Luis. 7:40 PM Yes, I'm still here 7:44 PM I apologize if I took a long time to reply. We are catering multiple chats at the moment. Rest assured that I will still do my best to give you a resolution with your concern. Thank you for understanding. 7:44 PM OK. 7:49 PM I wanted to update you on your request. While we’re not able to request a return as of the moment, I appreciate your patience and understanding as we worked on this. The good news is we can still update you once we are able to proceed with return. 7:49 PM After this chat I will be sending you an email about the update. 7:50 PM Why is it that the return cannot be completed at this moment? 7:50 PM I know I have a specific amount of time to do a return 7:52 PM I do apologize for that, John. but due high demand and bulk orders for today our system is encounetering some issues. 7:53 PM But what I can do is to send an email to you, to lessen the hassle on your end chatting the Samsung team. 7:53 PM I'm not John 7:56 PM Please disregard that Luis. I will be sending you an email now so we can communicate easily if the return are available for your order. 7:58 PM Am I going to receive some type of shipping label to return the phone?

9:30 PM

I'm tired of contacting you guys and every 'person' tells me I'm going to receive an email. I have not received any emails and I need to return this phone and need a refund

9:31 PM

May I confirm your order number on this? For me to know that I'm in the right order?

9:32 PM

It is the first thing I sent on this chat

9:32 PM

Scroll up

9:32 PM

I confirm it already Luis, thank you so much!

9:35 PM

I see in your previous conversation that you want to return your order, is that right?

9:36 PM

I have been trying to do this since last week

9:37 PM

If you confirm to me that you want to return this order the Galaxy Z Fold6 S Pen Case, Navy and Galaxy Z Fold6 512GB (T-Mobile), I can help you with this.

9:38 PM

That is exactly what every "agen't has been asking me and that I have confirmed.

9:38 PM

I want to return the Galaxy Z Fold6 S Pen Case, Navy and Galaxy Z Fold6 512GB (T-Mobile)

9:38 PM

I do not want this phone and caswe

9:39 PM

Okay, I do apologize for that Luis, let me initiate the return for you now.

9:39 PM

How many times a return needs to be initiated? Every 'agent' tells me the same thing and nothing has been done

9:40 PM

I need to send me the email to return this phone tonight

9:40 PM

Is there a specific reason why you want to return the order? just for my reference please.

9:40 PM

I do apologize for that Luis, I will do my best here to get this resolved for you, please bear with me.

9:40 PM

Did you read the ticket # 14564661? The reason why I want to return this phone is there

9:41 PM

You tols me you read the ticket

9:41 PM

I am tired of telling every 'agent' the same thing over and over

9:41 PM

Read the ticket one more time

9:41 PM

Do not ask me again why I want to return this phone

9:42 PM

I want to return it, period!

9:43 PM

Just to inform you that this Return is out of policy and may be subject to a 5% restocking fee. If applicable, this fee will be displayed below and charged when the return is requested.

9:44 PM

Every 'agent' has told me that and I have said OKAY. I do not want this phone

9:44 PM

Out of policy is that you guys cannot do your job and initiate a return

9:45 PM

Okay then, I will process this now.

9:45 PM

Send me the email right now to initiate the return

9:45 PM

You guys are quick to charge the 5% restocking fee but not quick enough to send an email

9:46 PM

I do apologize for the inconvenience it may cause you Luis.

9:47 PM

Please stop apologizing

9:47 PM

Apologies do not resolve the issue I have been havingwith you guys

9:50 PM

Your return request was already escalated to our internal team Luis.

9:51 PM

When was it escalated?

9:52 PM

It is on the process now Luis, once your return was gone through you will receive your return label to your email.

9:53 PM

How long this take?

9:53 PM

When it will go through?

9:54 PM

I have been waiting since Friday

9:55 PM

I had 2 additional conversations with 2 different agents on Sunday and told me the return had been initiated and I'm still waiting

9:57 PM

I understand you on this Luis, I do apologize for the delay on this, but the request is still on the process, once it was done you will an email notification right away.

9:59 PM

I alreaady asked to stop apologizing and resolve this issue

9:59 PM

Every time I talk to someone I am told the same thing and nothing is done

9:59 PM

You guys are waiting for the 15-day period to tell me I cannot return this phone

9:59 PM

I need to get this email tonight

10:00 PM

I am tired of the same thing

10:00 PM

I understand you on this Luis, but for now it is the way that I can provide you, I hope you understand my limitations.

10:00 PM

Your limitations to charge me a 5% restocking fee but you cannot even help me

10:01 PM

I am ready to dispute this with American Express and it will be resolved even faster

10:01 PM

I need you to send me the email tonight

10:01 PM

The restocking fee will not be charged as long as the return is on the process.

10:02 PM

If you have limitations, who do I need to to talk to? Should use the contact form on Samsung's website to email the CEO's office?

10:03 PM

i need to talk to someone that has no limitations to get this resolved

10:03 PM

\What is the use of talking to you if you have limitations?

10:03 PM

We already escalated your return Luis, once it was processed you can receive the return label.

10:03 PM

I need this tonight

10:04 PM

I am tired of waiting

10:04 PM

They can process it tonight

10:04 PM

Iam not willing to wait anymore

10:05 PM

Get a hold of your lead, supervisor, manager, whoever doesn't have limitations to get this resolved

10:05 PM

If this has been escalated it would have been resolved already

10:06 PM

I will follow up this to our internal team for them to send to you the email.

10:06 PM

I have been sending messages to this person and he has not replied

10:06 PM

I need this resolved tonight

10:06 PM

Follow up with them right now

10:07 PM

Yes Luis, I will do that.

10:10 PM

Hello! Checking in, are we still connected?

10:10 PM

I am still waiitng for the update

10:10 PM

Do not try to disconnect

10:11 PM

I already follow up to our internal team Luis, once they processed your return, you will get an email notification.

10:12 PM

No. I need the email tonight

10:12 PM

I have been waiting since Friday for the famous email and nothing has been received

10:13 PM

I already been following up this, for now that the best way I can do for you.

10:13 PM

It is not

10:13 PM

You are the fourth person that keeps telling the same

10:14 PM

That's what you said. I'm waiting for the updtae

10:14 PM

What have rthey said

10:14 PM

?

10:15 PM

I have no way to send you the email, so I can only advice you to wait for the email confirmation.

10:16 PM

I do not need any advice

10:16 PM

I need actions

10:16 PM

You need to get a hold of someone who can send that email tonight

10:16 PM

I am tired of waiting

10:19 PM

Yes, it was already escalated the return for you Luis, And I do make follow up on this, but for now I can only advice to you to wait for the email confirmation.

10:19 PM

Stop advicing me to wait. I have been waiting since Friday

10:20 PM

I need resolution to this tonight

:down_arrow: CHAT 12:03:2024.docx
File uploaded successfully, please click to download.

10:20 PM

I need this to be resolved tonight

10:21 PM

But for now, Luis, that the best way I can give you, since your return has been escalated and still on process.

10:21 PM

If it was really in process a resolution would have been provided by now

10:21 PM

There is no resolution since Friday

10:22 PM

SINCE FRIDAY!

10:22 PM

You charged my American Express right away. You took my money right away..

10:22 PM

I want to return this phone and I have to wait days

10:22 PM

I need a resolution tonight

10:23 PM

What is the update on the escalation

10:23 PM

Send an email to you manager requesting an update

10:24 PM

I already did Luis.

10:24 PM

Then what is the update

10:24 PM

?

10:24 PM

Do not advice to keep waiting

10:24 PM

I need to see that email in my inbox tonight

10:25 PM

Since it was followed up, I hope you get notification as soon as possible.

10:26 PM

I do not need any hopes to get something done

10:26 PM

I need acitons

10:26 PM

just like I said, it didn't even take you a minute to take my money

10:27 PM

And you cannot send an email with the return information

10:27 PM

I need an update on the email

10:30 PM

I understand Luis, I do apologize for the inconvenience, but I have no way to send to you the email right away since your return was still on process.

10:31 PM

I already told you to stop apologizing. it has been

10:31 PM

It has been since Friday that I have been waiting for an email

10:31 PM

I need this done tonight

10:33 PM

Do I need to send a copy of your conversation?

10:34 PM

Do you want me to dispute this with American Express?

10:34 PM

It has been 5 minutes with no answer

10:35 PM

I need a resolution to this

10:36 PM

Hello?

:down_arrow: CHAT 12:03:2024.docx
File uploaded successfully, please click to download.

10:37 PM

Hi there Luis!

10:37 PM

I'm still waiting on a resolution

10:39 PM

For now, I have no way to send to you the email for return label, since your return was still on process.

10:39 PM

Then find someone to do it

10:39 PM

I need this done tonight

10:39 PM

I am tired of waiting

:down_arrow: CHAT 12:03:2024.docx
File uploaded successfully, please click to download.

10:41 PM

I am still waiting

10:41 PM

What is the ticket number for this conversation?

10:42 PM

I am waiting

10:44 PM

I'm waiting

10:46 PM

I'm waiting

10:47 PM

You took over $1k in less than a minute

10:48 PM

But I have no way here to send to you right now the return label Luis, I hope you understand.

10:48 PM

Get someone to get this done

10:48 PM

I am not leaving until the email is sent

:down_arrow: Re_ Thank you for contacting Samsung - (14605362) -.eml
File uploaded successfully, please click to download.

10:51 PM

That is not the email I need

10:51 PM

I need to get the email to return this phone as soon as possible

10:51 PM

As soon as tonight

10:53 PM

I am waiting

10:55 PM

Hello?

10:56 PM

Hello there

10:56 PM

I'm still waiting

[userr1ZQrXZlFj]

10:58 PM

Hello?

10:58 PM

Still waiting

10:58 PM

I'm still here.

10:58 PM

Than do something

10:59 PM

The do something

10:59 PM

I need this done tonight

10:59 PM

https://us.community.samsung.com/t5/Fold-Flip-Phones/Samsung-would-not-initiate-phone-return-for-Z-F...

11:00 PM

I know how you wanted to return the item as soon as possible, Luis. That's why I can assure you that the escalation is updated as our team is still working diligently to validate your request.

11:00 PM

I will start blasting your conversation everywhere until this is resolved

11:00 PM

This is unacceptable

11:01 PM

I need to send this phone back and I need to be refunded

11:01 PM

I know how you feel. I understand where you're coming from. Please give us more time to process this and do our best to reoslve

11:01 PM

to resolve your concern as soon as possible.

11:02 PM

I have already given you 4 days - that's more than "as soon as possible" time you need to send an email

11:03 PM

Four days is more than enough time to send an email

11:04 PM

I know, and I couldn't imagine how frustrating it can be. As a customer myself, whenever I need something to be done. I also want to get them resolve, that's why I'm letting you know what exactly what we are doing as of the moment.

11:04 PM

You are not doing anything

11:04 PM

I have been waiting for 4 days

11:04 PM

4 days

11:04 PM

4 days I have been waiting to get an email

11:04 PM

You have not helped or assisted at all

11:07 PM

Hello!

11:07 PM

I'm still waiting

11:08 PM

Hello

11:10 PM

I'm still here, Luis. I have checked and tried inittiating the return button again, but still the same. Please give us more time to fix this and keep you updated

11:10 PM

I have given you 4 days

11:10 PM

4 days!

11:11 PM

Since Friday I have not received any updates

11:11 PM

What makes you believe I will get an update if I disconnect?

11:11 PM

I need this done tonight

11:12 PM

I assured you that I will get you an update Luis.

11:13 PM

The only update I have received is no update

11:13 PM

I need to get this done tonight

11:13 PM

I need to receive the emailtonight

11:15 PM

Where is the email?

11:15 PM

Why can't you send the email?

11:17 PM

Because I have no way to send to you the email confirmation about your return, since it was still on process.

11:17 PM

What is in process?

11:18 PM

Hello, what is process?

11:19 PM

I need this done tonight

11:19 PM

I need you to send the email tonight

11:20 PM

I need your manager to send the email tonight

11:20 PM

I need the email to be sent

11:20 PM

It still processing your return Luis, once it was processed already you will get your email, but for now I have no way to send it to you since your return is still on the process.

11:20 PM

I need you to send the email tonoight

11:20 PM

I need this done

11:20 PM

it has been 4 days

11:21 PM

I need resolution

Top of Form

Bottom of Form

11:23 PM

I have no way to send it to you tonight, because as I've mentioned you earlier your return is still on process.

11:23 PM

and as I hve mentioned to you earlier, I have been waiting for 4 days

11:25 PM

I do apologize Luis, but I have no way to send to you the email tonight since your return was still on process.

11:26 PM

Find someone to override all this

11:26 PM

I cannot wait anymore

11:26 PM

I'm making your conversations public, this is unacceptable

11:29 PM

I'm afraid that even if I transfer you to other agent, they will give you the same information as we are using the same tools.

11:29 PM

Don't you transfer me to someone else

11:29 PM

You need to get this resolved

11:32 PM

I'm waiting

11:33 PM

I'm here.

11:33 PM

I need an answer

11:33 PM

I need that email

11:33 PM

I need resolution

[Cleetus]

Absolutely contact American Express. Samsung is especially forcing you to wait until the 15-day return window closes. This is fraudulent activity. Samsung is not going to receive my business anymore because they did this to me, too. I contacted my bank, USAA, and my funds were returned to me in 15 ish minutes after I sent them proof of sale, samsung chat. Samsung needs to be investigated by the US government.

[LongHiker]

@userr1ZQrXZlFj Unfortunately you have landed in a user to user discussion area. You would need to reach out to Samsung order support for help. https://www.samsung.com/us/support/order-help/