I just spent the better part of a day dealing with Samsung reps and supervisors transferring me from department to department, and the majority of those calls getting placed on hold for 20 - 30 minutes each and then disconnected. Even with the promise they'd call back if the call is dropped, no one did.
Essentially, Samsung created this "product" in such a way to make it difficult to impossible to obtain the benefits you've already paid for.
Either the reps are grossly uneducated on the process, or they're incentivized to pass you from department to department until you either give up, or they do and hang up on you.
I have evidence of this recorded, detailed notes of dates, times, and the false information provided, and I'm at the point where I am ready to start filing complaints with consumer protection agencies, and I'm going to reach out to a few attorneys since this product and practice is clearly a money grab and intentionally making the process vague to the point where you can't even use your benefits if you didn't select to use them at the time of the product order.
In my case, the website was going to charge me full price for Samsung Care+ if I added it there, so I figured it would be automatic after the purchase. That is what they want you to think, so it's too late when the time comes that you question it.
I'm sure this post will get nuked, so I'll be posting it in on other sites if it does. I would love to get a group of people together who had this happen to them as well. I would like to include those examples in my complaints that I'll be filing with the various consumer protection agencies and FTC.
If you are in the same boat as I am, please DM me so we can discuss as I don't expect my posts to last for long. It's about time we call out Samsung for their deceptive practices, and a group of people who had the same deceptive experience will speak volumes.
I'm not sure if you can DM here, so if you can't, you can always search for a snippet of this text as I make the rounds and you'll be able to find me on other platforms.
I purchased Advantage without reading the fine print. I had purchased four major appliances within the past four months. Also purchased a new phone and watch within the past two weeks. I thought I could add Care+ to four devices but it's four devices purchased after buying the subscription. So I cancelled it and also refused the water filter that I ordered at the same time. Everything I read says I will be refunded for cancelling within 30 days and not adding any products to Care+. We will see.
But I've noticed the same situation with their support. Pass you along to departments that are literally closed! They also are doing shady delivery practices. They won't let you refuse a shipment prior to it arriving or reroute the package. Calling UPS does nothing. Talking to Samsung, they send you to UPS. Talking to UPS, they literally tell you the sender has restricted the package and they can't do anything.
And it's because they have you sign or pre-sign for deliveries if you have UPS Choice. After it's delivered, you are locked in and returning becomes a hassle in itself. I taped a sign to my door and had it sent back to them.
I'm really regretting switching back after a few years on iPhone but the appliances I bought had been awesome. But their support is atrocious, scares me if I have an actual problem. š®
"...but it's four devices purchased after buying the subscription..."
Yes. Make sure you get notice that the VIP subscription is activated. Then on checkout of the device, you should be able to select Samsung Care+ for $0 via VIP subscription.
When I tried adding Samsung Care during the purchase it listed it at full price, even up to the point where you check out. And it did mention the VIP Advantage under the products in my cart as if they automatically were including them. I had no option to purchase it for $0 or even $1. I even did a customer service chat and explained the situation and was told it could be added if I call the VIP#. Like many of the things different CS agents told me, none of it was true.
