Samsung Complaints Service - Does it Exist? Free Gift Mis-sold As Part of Telephone Deal

[OverTheWaves]

Hey,

I'm after some advice if anyone had similar dealings with Samsung in the past.

I recently purchased a Samsung Galaxy S24 Plus through their promotional deal (via telephone) where they exchange your old phone for a discount on the flagship model. As part of the deal, they included a 'free gift' which in this case was a pair of Samsung Buds 2 Pro.

The phone arrived on time which was great but the Buds 2 Pro weren't in the same package. The invoice included with the phone stated two line items, the phone and the Buds 2 Pro, although the quantity on the Buds was zero.

Two weeks later with no communications from Samsung, I decided to chase the matter with Samsung. After around 7 phone calls and several online chat sessions, a guy from their complaints department (who coincidently picked up the phone earlier that day from general customer care) said that the Buds 2 Pro had never been sent, they were out of stock, and as it was a free gift they'll be sending out the lesser model Samsung Buds FE.

After stating that I had been mis-sold the deal, I refused to take on their offering of the Buds FE. At that point the customer rep simply went around in circles, essentially telling me take them or leave it. I'm now stuck trying to find their Complaints department (which seems to be non existant) or accept the Buds FE. I could visit their local Samsung Experience store, whether or not they'd be able to help I'm not sure.

Has anyone come across a similar situation? Would my legal rights cover a 'free gift' as ideally I'd like to get the Buds 2 Pro or equivalent model.

I'm based in the UK.

Cheers

 

[browney]

Have you checked the promotion terms?

Rewards are non-transferable and there is no cash alternative. Reward colour is subject to availability and the Promoter reserves the right to substitute a Reward in a different colour and/or SKU than stated in Table 1 above. In the event of unforeseen circumstances, the Promoter may substitute a Reward with another Reward of equivalent value at its own discretion.

 

[pabloescaban]

Have you checked the promotion terms?

Rewards are non-transferable and there is no cash alternative. Reward colour is subject to availability and the Promoter reserves the right to substitute a Reward in a different colour and/or SKU than stated in Table 1 above. In the event of unforeseen circumstances, the Promoter may substitute a Reward with another Reward of equivalent value at its own discretion.

Of equivalent value.
They can't offer an expensive pair of buds then decide to replace with a tin of cat food

 

[browney]

Did you receive the airtag? Seems you're able to claim both.

Participants will be eligible to claim both (I) Samsung Galaxy Buds2 Pro (in graphite) and (II) a SmartTag 2 (in black) as listed in Table 1 below (the "Rewards") upon purchasing a new (i.e. not second hand, refurbished or ex-display) Samsung Galaxy S24, S24+ or S24 Ultra (all colours and variants)

 

[myeah]

For me, is at there discretion so for them, you either take the offering or leave it, but I guess your other option would be to just return the phone and get your money back.. you must have a money back guarantee in place?

 

[Aristotle]

Samsung give a 14 day cooling off period on their phones.
So you have missed the return option on that unfortunately.
With faulty products, you have 30 days return window.
After that, you have to discuss it with them.