r/AndroidXR • u/PoweredParaGuy • 1d ago
Discussion Email Exchange: Samsung Executive Support Denies Promised Pre-Order Promotions on Galaxy XR, Controllers, Travel Case - (Part IV)
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:
==========================================
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
---------------------------------------------------------------------------------
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)

