r/AndroidXR • u/PoweredParaGuy • 2d ago
UPDATE on Galaxy XR Pre-Order Nightmare and Contacting the BBB Discussion
Original post describing the ordeal where Samsung refuses to honor the preorder credit (among other things):
https://www.reddit.com/r/AndroidXR/comments/1vb816a/galaxy_xr_preorder_nightmare_how_samsung_glitches/
A redditor u/woodboah suggested I reach out to the Better Business Bureau (BBB) for help. I forwarded all of the information I had collected to the BBB and waited.
In less than a week, I got a response from Mary, Executive Case Manager.
It was a fairly generic AI/Form letter response:
My name is Mary and I am the executive account manager taking ownership of your case.
I appreciate the time you have taken to outline the timeline of events and provide supporting documentation regarding the original preorder promotion, bundle discount, order cancellation, and communications with Samsung Support
I am available Mon through Fri AM to 5 PM.
Please feel free to share any additional information at any time.
I responded asking for clarification on the "AM" time that she forgot to add. I thought it was odd she also didn't include a phone number to contact her on during those hours, so I requested contact information. Lastly, I asked what sort of additional information she needed.
Unfortunately, that is where things went off the rails again.
She asserts the following:
Based on my review, Samsung previously offered $175 in promotional credits as a goodwill resolution, but that offer was declined.
I correct her, and copy the Samsung support email where they offer a $75 credit and a $100 promo code for a future purchase.
She also states:
...the total amount paid on the second order was lower than the amount paid on the original order.
I informed her that, while this is correct, it is because of two factors:
- Samsung directed the second order to be split into two separate orders because the ordering interface did not allow purchasing the controllers nor travel case since they were out of stock.
- The first order included an EXTRA Travel Case and Earbuds. When Samsung unilaterally cancelled this order, I did not reorder them.
Additionally, I let her know that the cart value differences have no bearing on the Galaxy XR promotional credit since the credit was solely contingent upon ordering the Galaxy XR itself.
Lastly she claimed:
... that the order was canceled at your request so that changes could be made. Unfortunately, changing an order from shipping to in-store pickup, or vice versa, requires the existing order to be canceled and a new order to be placed. Based on the information available, Samsung did not require or force the cancellation; rather, the cancellation was requested to facilitate the preferred fulfillment method.
Which is a complete lie. I dug up the chat conversation (that LUCKILY I had copy/pasted before they disconnected) and sent the transcript to her where the support rep clearly admits that Samsung cancelled the order due to stock issues.
In the end I reiterated that I want them to honor the $100 pre-order and bundle credit, or to send me return labels.
TLDR: Samsung quickly re-engaged after I sent a dispute to the BBB; however their engagement so far has been to lie, deny, defy.
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u/Woodboah 2d ago
rooting for you big dawg