Samsung Online Shop mit Vertrag Stornierung
vor 3 Jahren
Hello,
I bought a mobile phone with a contract bundle (2 years with Telekom) in the Samsung online shop on September 27th, 2021. I then sent all the additional documents required and passed a video identification. Shortly thereafter, I received confirmation from Telekom that they had successfully registered me.
But instead of a new cell phone and a SIM card, I get the "wonderful" message that my order has been canceled (due to the failed video identification).
Since then I've been paying monthly bills to Telekom for 8 months for the phone I didn't receive. I couldn't even activate my account because I didn't receive the sim card. Technical support from both Samsung and Telekom didn't help me at all, just blamed each other and asked for patience. And this despite the fact that I never received a SIM card or made any calls.
Telephone and email support have proven to be utterly useless and written contributions are ignored. So I was forced to create a new blank account just to ask for help here. I would be very happy about any recommendation other than "have patience and trust".
My advice to anyone thinking of buying similar offerings from Samsung is to either stay away or prepare for 8 months of ignorance from these companies.
Thank you in advance for your help.
Daniel
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vor 3 Jahren
(due to the failed video identification)
What went wrong? Why no second try? What was the exact wording of the " message that my order has been canceled" (please do not post your name in case you upload a photo or a scan)
Telephone and email support have proven to be utterly useless and written contributions are ignored.
While I cannot speak for Samsung, I know that Telekom does not offer support in English language.
So if you communicated in German then I do not understand why there was no support/no answer.
However if you communicated in English... (I do not think that if I went to U.K. or to the U.S. and sent a customer request in German that I would get a lot of help.)
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Antwort
von
vor 3 Jahren
Greetings@Malte M.
Any day would be OK 16:00 to 22:00, ideally with 2-3 hour notice (even better - with an SMS instead of in this thread if possible).
Best regrds,
Daniel
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Antwort
von
vor 3 Jahren
Good evening Daniel @SurLeinad ,
I'm really sorry that the calls didn't reach you when you were available or your phone is turned on.
My colleague @Malte M. still tried it several times to reach you with no success.
A notice 2 - 3 hours before is quite difficult because we're in different shifts and not everyone is full-timed here.
I also tried it a short time before but didn't get you again.
We really want to help you and find a solution to this for you.
Let's make an appointment with a two hour frame:
Monday between 20:00 and 22:00 would be possible?
Best regards
Sarah D.
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Antwort
von
vor 3 Jahren
Hello Sarah @Sarah D. ,
Yes, I try to limit my usage of phone, so we weren't able to sync and talk sadly. I'd say some sort of call-back schedule functionality would have been great.
But still - I very much appreciate your time and efforts. Honestly - that's very much in contrast with response I've been getting from Samsung support. So thank you for that!
Anyway - today I've finally been able to hear something new from Samsung/powwow- that they did finally send the contract termination (Händlerstorno), which is a great progress. That's the document Telekom required to terminate order from your end (and hopefully reimburse my expenses for paying 8 months for phone I didn't get). But lightning-fast Samsung still told that it would take 1-8 weeks to propagate all the way.
Therefore, I'd think that it's not necessary to schedule the call, as there's pretty much nothing to be done until this document arrives.
Hopefully, this issue would be finally over then. And once again - really appreciate your actions, so I'll probably by a sim card from Telekom (but DEFINITELY, not via some bundle from Samsung shop)
Best regards,
Daniel
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