I posted this in response to another question, but I would like more general commentary on my experience. I use and like Samsung products from TVs, to watches to phones, etc. The only thing that drives me crazy is trying to buy something directly from the company.
I tried to buy two Samsung S22 Ultra's two years ago, but ended up cancelling both in disgust after continued unexplained delays and I purchase directly from Verizon). Now, I am about to cancel two my S24 Ultra orders for the exact same thing (I failed the "fool once shame on you, fool me twice shame on me" test!).. One date is provided when you begin your order & then, over time, the date extends out into the future.
The below is my experience in trying to purchasing two Ultras over the last 5 days:
Phone 1:
- Date ordered: January 17
- Where did you order from (samsung.com, carrier, retailer, etc.): samsung.com
- Unlocked or Carrier variant: Unlocked
- Model, storage capacity, Color: S24 Ultra 1TB, T green
- Did you trade-In: Verizon S23 Ultra 512GB
- Estimated delivery date: Delivery initially promised for 1/31; was changed to Feb 14 on my account (no notice of delay was emailed/texted to me). I noticed the change while trying to buy a second S24 Ultra
Phone 2:
- Date ordered: January 21 (this is when I noticed Phone 1's estimated delivery was pushed back)
- Where did you order from (samsung.com, carrier, retailer, etc.): samsung.com
- Unlocked or Carrier variant: Unlocked
- Model, storage capacity, Color: S24 Ultra 1TB, black because the Green was to a delivery date of Feb 21 -see screenshot on entry order page - still listed as of a few minutes ago):
- Did you trade-In: S22 Ultra 512GB
- Estimated delivery date: Delivery initially promised for 1/31 (see screenshot above) when I began the purchase, BUT the delivery date estimate AFTER they charged my Credit Card became March 14!
I called Samsung and asked for a refund of the first order but Samsung refused to refund - because the purchase was listed as "in process" in their internal system DESPITE the delivery dates being extended into the future. The policy is that they will keep the payment until I receive this phone and then return it to Samsung (they said I should just refuse delivery and leave a message on my door!!!). I said that is an unacceptable policy as I will be traveling during the current estimated window and the delivery companies in NYC would never take a written note on any front door & furthermore why should I be at risk for the phone be lost and hostage to more such delays (DĆ©jĆ vu 2022 for me).. I told the rep I had no alternative but to call my bank and have them reverse the CC charge. And, I would call Verizon and see if I could get a similar device earlier and have my bank reverse the second phone charge (Verizon has been reliable in living up to and/or shipping before promised delivery dates but they have not offered the 1TB Ultras).
The rep was nice and understanding but said his hands were tied by Samsung policies.
The bait & switch in terms of delivery dates coupled with a refusal to refund is beyond outrageous. Though as said above, my fault, I fell for Samsung's discounts a second time & forgot about my first totally disastrous attempt to pay for their most expensive phones.
Am I just unlucky and is Samsung better than this?
Should I just go to an EBAY, Amazon, Best Buy reseller and pay the premium in order to not have to directly deal with the systems/policy/performance issues at samsung.com?:
