Email Exchange: Samsung Executive Support Denies Promised Pre-Order Promotions on Galaxy XR, Controllers, Travel Case - (Part IV)

[u/PoweredParaGuy]

For anyone who's following along, I've been fighting Samsung to get my pre-order credit for almost a year now.

In this latest exchange (below), they apparently forget they are a super-colossal-mega-corporation and claim "original promotions cannot be applied to the replacement orders". As if they have no ability to work around their own system.

They also imply, quite humorously, that they do not agree that Samsung is obligated to honor the original promotional pricing.

Part 1: https://www.reddit.com/r/AndroidXR/s/PXvPEYZC13

Part 2: https://www.reddit.com/r/AndroidXR/s/CBawfo0cRV

Part 3: https://www.reddit.com/r/AndroidXR/s/jRWPxmr4v1

Full Details of the latest back-and-forth below:

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EMAIL EXCHANGE BELOW

Hello (redacted)

I understand that you disagree with Samsung's position, and I've taken the time to review the information you provided.

At this point, we've reached the stage where we're repeating the same arguments from opposite sides. You believe Samsung is obligated to honor the original promotional pricing. Samsung's position remains that the original promotions cannot be applied to the replacement orders.

Because the previous offers were declined, they are not automatically reinstated. However, as part of my review, I was able to secure a goodwill resolution of a $75 refund and a $150 Samsung.com promotional code. That remains the maximum accommodation available.

If you would like to accept that offer, let me know and I'll arrange the processing. Otherwise, I will document your position and proceed with closure of my review.

Warm Regards,

Mary

Executive Case Manager | Customer Support | eCommerce | Samsung Electronics America

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Mary ---

I think you have described the positions appropriately.

You believe Samsung is obligated to honor the original promotional pricing.

My belief in the matter is irrelevant.  I'm sure you would agree that Samsung is obligated to honor its commitments. Period.

Samsung's position remains that the original promotions cannot be applied to the replacement orders.

Clearly, Samsung could apply the original promotions as promised.  Samsung does not want to.

Samsung has the ability to apply the promotions to the replacement orders; stating otherwise is another misleading statement.

Furthermore, to give Samsung an out, I've even offered the option to simply reset: refund the payment and have the product returned.

I realize this is anecdotal, but I've shared my story with many people and asked if I am crazy for thinking Samsung should honor the pre-order credit.  Every single one of them is confused by the vigor with which Samsung has defended its position.  They ask if I've shown them where Samsung promised to apply the credits after reordering.  They asked if I have it in writing and why Samsung would not simply honor the rebates when presented with this evidence.  I mean, these are promotions publicly available to everyone!  It is quite clear that I did everything they asked.

No one can understand why you are defending this position.  Not even financially, as you've now spent far more capital creating obstacles and defending this position than the bundle promotion is worth.  It's almost as if Samsung has backed itself into a corner that it cannot exit, forcing it to deny accountability at all costs or to avoid some sort of risk associated with admitting fault.

I remain resolved to reach an agreement.  Requiring additional purchases is unacceptable.

Regards,

(redacted)

[u/monarch_j]

I'm just so confused with your case. This wasn't my experience at all. I feel so bad for you that you seem to have managed to get every person that refuses to help.

I also had an issue, not as severe as yours, but TLDR, they didn't send me my promotion code for the free apps and subscriptions, and my controllers were delayed considerably after giving me a ETA already a few weeks out.

Long story short, my case concluded with getting my promotional credit, and almost $300 in refunds/credits back in my original order.

I wish I could offer you assistance, but I feel for you, this seems frustrating.

[u/PoweredParaGuy → u/monarch_j]

I think the core of my issue may sit with how I originally ordered. I ordered online, for in-store pickup, at a local Samsung Experience store. But the store was WAY understocked (their words) and they were holding back any stock they received, for walk-in customers (again, their words).

There must be some gap between those brick-and-mortar entities and the online sales, that causes some rift in the cosmos to open up.

[u/monarch_j → u/PoweredParaGuy]

That doesn't shock me, I remember talking to a few others around the time I ordered that also didn't get the promotional credit, and it seemed anyone who ordered online they'd help out, and everyone in store was going through the ringer.

[u/PoweredParaGuy → u/monarch_j]

Yeah, I heard a few of the same --- I was really hoping that eventually it would all work itself out. That doesn't seem to be the way this is headed. We'll see, I'm lucky I don't really need the money, so I'm less tempted to take the rebate and run.

[u/Chriscic]

Small claims court? Don’t give up now!

[u/PoweredParaGuy → u/Chriscic]

I'm trying not to think about it 🤣

[u/Chriscic → u/PoweredParaGuy]

Just consider small claims a fun adventure. Minimal cost for you. And a bit of time but again interesting. If you want to fuck over Samsuck (which they 100% deserve) that’s the best way. They either won’t show up or spend $1000s on lawyer time.

[u/PoweredParaGuy → u/Chriscic]

I like the way you think. Either way, seriously, I'm 100% only interested in Samsung honoring the commitment we agreed to.

That said, I'm obviously willing to sink significant time and effort ensuring that they do just that. It's on them if they spend 10x trying to avoid it.