Does writing to Samsung CEO Work?
Open Letter to Samsung: Please help a loyal customer with a mobile device trade-in issue
Will Samsung charge me for a trade-in device that I shipped? Will this be the end of an era for me and Samsung?
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Dear Samsung,
I am writing this in good faith and in an effort to share my most recent experience with Samsung.
First of all, I want to start out by sharing my outstanding history with Samsung and thank you. I have been a loyal Samsung device user and customer since the Galaxy S5 (I still own this device). I always marveled about the water resistant feature it offers, along with appreciating the great photo and video technology and overall quality of the product. I am also an owner of the first generation Samsung Galaxy Gear. I never know what to do with outdated devices like these, for I don’t have the heart to electronically recycle them quite yet. I loved Samsung so much, I even got the Samsung Notebook laptop in 2010.
With a history like mine, it’s hard to believe that I will be celebrating my 10-years with Samsung. A whole decade of evolutionary devices over time. As I evolved, so did my devices and my strong loyalty with Samsung. I didn’t stray away like some of my friends did with switching to iPhones and Google Pixels.
After many years of purchasing my Samsung device through cell-phone carriers/providers and occasionally my local Best Buy store, I started to purchase my device directly with Samsung (starting 2022). I have been satisfied with Samsung until recently, which makes me very disappointed and extremely upset.
On January 28th, I decided to take a leap and upgrade my Galaxy S22 to Galaxy S24. I saw that there was a great promotion and placed my order with a trade-in option. February 2nd, I was able to download the original Samsung shipping label, print it and get my package to a FedEx associate on February 13. I monitored the tracking over the next couple of days and noticed that it didn’t update at all. So, I was concerned and extended the trade-in time.
I contacted FedEx regarding this issue and with frustration, I got spun around in the customer service IVR system. They were unable to track and locate the package and as a result, “couldn’t create a claim.” I had to go back to the FedEx location and speak to a local manager — Jessica. She explained to me that there could be an issue with the Samsung trade-in return FedEx label. The number could have been reused and created an issue with the system and not having the original tracking number updated. Instead of having the original tracking number updated and the package routed to Assurant/HylaMobile in TX; a new tracking number was produced and the package got routed to Assurant/HylaMobile in TN.
I have spent approximately 7+ hours with Samsung customer care and 5+ hours with FedEx trying to resolve this issue. As a loyal customer, I was trying to make things right the best I could. I did my part by using the correct trade-in label, dropping off the package with a FedEx associate, escalating the issue with the FedEx manager and creating a claim with them. Then, I was also communicating with Samsung and keeping Samsung updated with my issue every single step of the way.
After several communications (repeating the same issue to various different Samsung customer care and spending at least 45 minutes to an hour with each one via phone or 15-minutes via email), I get a final email from Samsung that states “…we really apologize for the inconvenience caused to you and we see that the trade in device is not delivered to our warehouse of Lewisville, TX US and it is delivered to different address due to this we are unable to proceed further. We are always open for our valuable and loyal customers.”
I felt defeated and I am extremely disappointed because FedEx system glitches and/or Samsung shipping label issues are beyond my control. I did my due diligence by following-up with the issue as well as communicating and providing transparency with FedEx and Samsung along the way. I was hoping Samsung customer care would understand and provide solid support. As a loyal customer, I did not want to have any doubt in my mind that Samsung couldn’t help me. I even had one Samsung customer care associate assure me that I would likely get this resolved and would likely get the charge waived for the device.
I’m upset with the inconsistent and lack of customer support with this issue. Since there is a claim with FedEx and Samsung is aware of the original trade-in label used and the tracking issue it caused, my expectation is that Samsung would and could waive the trade-in device value. Instead I am being coerced by Samsung charging my credit card. The charge should be waived since I took accountability and did my part to investigate and communicate issues every single step of the way.
With a heavy heart, this is my formal complaint with Samsung. If there is no resolution that supports me in my favor, Samsung S24 and Samsung Galaxy Watch 5 will be my final devices/products and I will have to consider loyalty to a competitor I have in mind.
I truly hope that you, Samsung and/or Samsung customer care will have the ability and capacity to make things right with me and help rectify the situation.
Respectfully,
Susie Douang
Update I had to write to them (again):
Dear Samsung,
I am writing again to follow-up with this issue. I received an email from Michelle; an Samsung Executive Case Manager who will be taking ownership of my recent escalation.
She was suppose to contact and connect with me yesterday (afternoon (2–5:30pm EST, 3/4/24) to assist in getting this issue resolved.
No ONE from Samsung ever contacted me.
I had to call Samsung (again). With no explanation, I find out that my ticket that got escalated closed (#13xxxxxx). This issue is NOT RESOLVED. Now there’s a new ticket for the same issue (#13xxxxxx).
Why is no one helping me and/or taking ownership as promised?
As a 10-year customer, I cannot believe that Samsung customer care support team is dropping the ball.
I am still awaiting to hear back.
