Ordered $2000 worth of Samsung products in last two months.. Phone, tablet, earbuds the whole shabang...
I redeemed my aware points towards a 50inch TV. It arrived today and was extremely damaged even though the box was in pristine condition, they obviously sent me a reboxed used unit.
First contacted chat support, the first agent assigned didn't even respond. After 2 hours with the 2nd agent because they take 15-20mins to respond to each message told me I would first have to buy a new TV and then they could process return of the broken one.
Then called VIP support line, obviously based in India because it was pure static causing me to have to repeat myself over and over..
This company is a complete joke, I wish I didn't enjoy their products..
Document everything, and opt for email, or chat so you can get a transcript. Maybe this app has a dedicated ^Contact Us tab wherein you can elaborate on the damaged TV. You're lucky to get these great things wow!
Personally if I'm spending $2,000 I'm going into a store and getting my products and putting them in my car and that way I know there is nothing wrong with them. And by chance something is I'm taking it back to the store. But your only option is to use your reward points for online ordering then I'm sorry you had to go through that.
Wait, you decided that just because you had a staticky call, the help center is in India? It may very well be, but basing that assumption on a bad connection (which may very well have been a bad headset on the support agent's end) is...something. Also, just because some help centers are outsourced to other countries, does not mean that the agents there are unable to help you. Just because something is damaged in the box, does not mean you received a used, re-boxed item. It could mean the box was dropped or mishandled, not all boxes show exterior damage. I've had items that came in crumpled boxes, that I was afraid to open, assuming damage to the product, but was so well protected inside that the item itself was undamaged.
