[Resolved] Samsung India — samsung galaxy s9+ : no delivery update cannot track : customer care lost and unaware of status

deepg14

Address:	560093
Website:	shop.samsung.com

I have placed 2 orders with samsung for s9+ delivery and it pains me to receive the pathetic service handling and customer care from samsung. For one pre-ordering does not really help to receive the order in time (Committed was 2-4 business days) where as the retail shops are already offering the device. So here goes the first-mover advantage of ordering with samsung.

To say if this was not enough!! Nope... Samsung ensured going a step further in frustrating the engagement by sharing courier tracking id which is 'untrackeable' - yes the site they shared to track the shipment is not hosted and not a valid one. Ok... So calling the customer care should help, but no... After multiple calls to the cc i am still not told where the shipment is and only false and empty promises are made - i must say samsung has trained their cc executive well in the 'art of falsification' but not in the 'art of customer care' in itself.

It pain me to have placed two orders with samsung for s9+ and has definately taken the fun out of the 'first-movers' and the 'owning as s9+'!!

Really pathetic service overall and engagement.

Ordered 14th & 18th march respectively. Both untraceable because the tracking website of not valid and the cc does not know where the packages are (They only say 'sir pls 2-4 days, you will get, we have problem with courier partner, you track with them, we don't have courier contact number etc etc')... So at the ground level all is running with a huge trust in god and nothing on service commitment.

I can be reached at [protected]@yahoo.com for further details as i do not wish to share the tracking ids in the post. Order id with samsung (3000411xx) and (3000417xx).

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Apr 3, 2018

Complaint marked as Resolved

Pushed the issue with Samsung and called the Call Centre multiple times. The issue was resolved though not in expected timelines. Overall I would be a bit wary of engaging with Samsung online (Samsung e-store) again.

Samsung India customer support has been notified about the posted complaint.

Verified Support

Mar 22, 2018

Samsung India Customer Care's response Dear Customer,

Greetings from Samsung.

With the reference of your feedback regarding Samsung product, we request you to kindly share the mobile number and email address along with the reference ID given by customer care.

Thanking and assuring you our best services always.

Thanks & Regards,
Customer Experience Team
Samsung India Electronics Pvt Ltd

Mar 26, 2018

Updated by deepg14 Just displays the automated reply to the complaint without giving much time to actually read through. Pls note my email id is mentioned in the original complaint and I can be reached via the same. Did you say your CC gives out reference ids ... hmm the last time I called tham and asked for it they refused; would u like me to share my call history ??!!

Apr 03, 2018

Updated by deepg14 As of today both the issues are resolved. The Call Centre engagement was very flat and non commital but seems the backend did their job. Thought it took time the issues were resolved to satisfaction. Though we all expect more from such a large company like Samsung.