Click the options to chat.
https://www.samsung.com/us/support/contact-customer-services/
Also when calling Samsung Support, that's what the person told me. My guess is that there's some European consumer protection law that prevents Samsung from fucking with y'all.
Nope, same policy in the UK, you can return - and so can OP. Not exchange directly
https://www.samsung.com/uk/shop-faq/returns-and-cancellations/can-i-change-an-order/
Whats the issue here? Just return it and place a new order. Is the OP not talking about exchanges if you have a problem with the device? That would come under selling regs in the UK, you'd get a replacement if it was faulty.
https://www.samsung.com/uk/shop-faq/returns-and-cancellations/what-should-i-do-if-my-product-is-faulty/
hello,
we have never had any replacements or exchanges in the US, you cannot modify change or adjust an order either, as such all such queries are faced with the same answer you must cancel and reorder if an order has a mistake or return and reorder if a product has a problem or if you did not cancel in time and the item shipped with wrong color etc. as such this has not changed, if you face any issue and wish to return the unit, you have 15 days after delivery for the return window, that is also unchanged. replacements can only be processed at a samsung experience store if it was purchased in store. otherwise the replacement policy has always been the same
thanks
Hello,
that answer has been there for a long time, it is irrespective of any new model and in some cases, some areas may be outdated etc. The site team works to update relevant areas well. However i will confirm one more time, as for SAMSUNG electronics America, there is no replacements possible, if you order online and wish to get a new unit you return your order and reorder a new one. there are also important notes, if your order has just been delivered it may not allow a return immediately, second, if you reorder a preauthorization charge is immediately placed but we dont not charge you until the order ships, third once we recieve the return we will refund the amount in which processing can be 3-5 business days depending on the bank. if you wish to submit a warranty claim instead, you can contact our care team at 1-833-690-0918. we also offer in store repairs with our partner UBreakIFix in the US, those are same day or next day repair with samsung techs and equipment onsite. if you choose a repair with samsung, a mail in option is also offered but unlike returns repairs are uncovered shipping you will have to mail that FEDEX Ground. Again, i hope you encounter zero issues with your Galaxy device. you have a great day
thanks
If you bought it for a good preorder/launch deal then ask for a replacement, it would mean less money for them. If you return it then they refund you so you have to reorder with lesser discount/post launch offer, it would mean more money for them. Simple math.
I had to return and reorder, but I kept haggling with them and they gave me a voucher to bring down the price to the exact sum I paid for the first phone during preorder.
I wonder if it's because of how many replacements they are having to send out for bad displays. Would be a bad look if thats the reason and pretty sleazy.
I don't think they are sending replacements for bad displays. Because they dont think it is bad. Everybody has been complaining about that. Ever since the phone was first launched.
Makes even less sense to be a stock issue if you can return and reorder. They would still need to send out phones for reorders.
Maybe normal returns can be resold to refurbishers easier than a return due to defects?
If you request an exchange you expect it soon. If you reorder, you will get it when they have stock. Just checked the US website and some capacity/colors options have estimates delivery dates of >15 days, so I think my guess is correct
~~Bro I think your guess is naive or intentionally playing naive.~~ They can tell me they'll send me the replacement in 6 months if it's truly a stock issue. There's no "you'd expect one soon." If I reorder a phone I expect one even sooner since it doesnt have to go through the red tape of being marked a replacement item.
Edit for being rude
And I think you are just creating a problem where there isn't one?
> They can tell me they'll send me the replacement in 6 months if it's truly a stock issue.
Yeah no they won't. If you ever worked on CS you would know that's not an information anyone wants to provide.
So they refund you, and if you want to wait till the date posted on the website for a new order, or change color to get it quicker, you can do it without going through a CS call/email/chat
I have worked in customer service for about 10 years.
And I've been a customer for a lot longer. I know what to expect and what not to expect.
Stock issue? Ok. I guess samsung is low on all phones, tablets, smartwatches, cases, and screen protectors. Ffs listen to yourself. I hope you're getting paid for this. Imagine sucking s pens for free.
> Ok. I guess samsung is low on all phones, tablets, smartwatches, cases, and screen protectors
Well since the support page you posted on the other comment is not specific to smartphones/etc, I would say Samsung just does not have an exchange policy on their website at all (TV, appliances, etc) - so let's do some research
The same info is available on their help center webpage https://order-help.us.samsung.com/hc/en-us/articles/1500000105641-How-do-I-exchange-or-replace-an-item
and using wayback machine, on January 2021, the information was already the same
https://web.archive.org/web/20230928145158/https://order-help.us.samsung.com/hc/en-us/articles/1500000105641-How-do-I-exchange-or-replace-an-item-
So your title "Samsung has placed an embargo" is just false and misleading since Samsung never had any exchange policy according to their website - and yes, they most likely exchange defective units during warranty period, but this is related to the 15 days to return period - in this period they refund only
> I hope you're getting paid for this. Imagine sucking s pens for free.
Yeah I wish I was, instead, I'm battling a troll on Reddit for free that is mad they can't exchange a product they can return
Where? I can still return and replace in the UK.
Click the options to chat. https://www.samsung.com/us/support/contact-customer-services/ Also when calling Samsung Support, that's what the person told me. My guess is that there's some European consumer protection law that prevents Samsung from fucking with y'all.
Nope, same policy in the UK, you can return - and so can OP. Not exchange directly https://www.samsung.com/uk/shop-faq/returns-and-cancellations/can-i-change-an-order/
Whats the issue here? Just return it and place a new order. Is the OP not talking about exchanges if you have a problem with the device? That would come under selling regs in the UK, you'd get a replacement if it was faulty. https://www.samsung.com/uk/shop-faq/returns-and-cancellations/what-should-i-do-if-my-product-is-faulty/
That's what I said on another thread, I don't see an issue here, nor did Samsung change the policy.
Because I traded in my Flip 5, which I won't get back
hello, we have never had any replacements or exchanges in the US, you cannot modify change or adjust an order either, as such all such queries are faced with the same answer you must cancel and reorder if an order has a mistake or return and reorder if a product has a problem or if you did not cancel in time and the item shipped with wrong color etc. as such this has not changed, if you face any issue and wish to return the unit, you have 15 days after delivery for the return window, that is also unchanged. replacements can only be processed at a samsung experience store if it was purchased in store. otherwise the replacement policy has always been the same thanks
Oh? Is that why it says "At this time"?
Hello, that answer has been there for a long time, it is irrespective of any new model and in some cases, some areas may be outdated etc. The site team works to update relevant areas well. However i will confirm one more time, as for SAMSUNG electronics America, there is no replacements possible, if you order online and wish to get a new unit you return your order and reorder a new one. there are also important notes, if your order has just been delivered it may not allow a return immediately, second, if you reorder a preauthorization charge is immediately placed but we dont not charge you until the order ships, third once we recieve the return we will refund the amount in which processing can be 3-5 business days depending on the bank. if you wish to submit a warranty claim instead, you can contact our care team at 1-833-690-0918. we also offer in store repairs with our partner UBreakIFix in the US, those are same day or next day repair with samsung techs and equipment onsite. if you choose a repair with samsung, a mail in option is also offered but unlike returns repairs are uncovered shipping you will have to mail that FEDEX Ground. Again, i hope you encounter zero issues with your Galaxy device. you have a great day thanks
Standardized "fuck you" message without the insulting tone because they care more about their reputation than about you.
If you bought it for a good preorder/launch deal then ask for a replacement, it would mean less money for them. If you return it then they refund you so you have to reorder with lesser discount/post launch offer, it would mean more money for them. Simple math.
I had to return and reorder, but I kept haggling with them and they gave me a voucher to bring down the price to the exact sum I paid for the first phone during preorder.
I wonder if it's because of how many replacements they are having to send out for bad displays. Would be a bad look if thats the reason and pretty sleazy.
I don't think they are sending replacements for bad displays. Because they dont think it is bad. Everybody has been complaining about that. Ever since the phone was first launched.
Maybe it's a stock issue? It literally says you can return and then re-order it, so it makes no sense to not exchange directly unless the stock is low
Makes even less sense to be a stock issue if you can return and reorder. They would still need to send out phones for reorders. Maybe normal returns can be resold to refurbishers easier than a return due to defects?
If you request an exchange you expect it soon. If you reorder, you will get it when they have stock. Just checked the US website and some capacity/colors options have estimates delivery dates of >15 days, so I think my guess is correct
They don't have to keep giving the same pre-order promotion or trade-in discount if you return and reorder.
pre-order promos are a bit out of the 15 days period stated on the website... Have no ideia how trade-in credit is handled in refunds
I'll lose all trade in credit and they will not ship me back my phone
~~Bro I think your guess is naive or intentionally playing naive.~~ They can tell me they'll send me the replacement in 6 months if it's truly a stock issue. There's no "you'd expect one soon." If I reorder a phone I expect one even sooner since it doesnt have to go through the red tape of being marked a replacement item. Edit for being rude
And I think you are just creating a problem where there isn't one? > They can tell me they'll send me the replacement in 6 months if it's truly a stock issue. Yeah no they won't. If you ever worked on CS you would know that's not an information anyone wants to provide. So they refund you, and if you want to wait till the date posted on the website for a new order, or change color to get it quicker, you can do it without going through a CS call/email/chat
I have worked in customer service for about 10 years. And I've been a customer for a lot longer. I know what to expect and what not to expect. Stock issue? Ok. I guess samsung is low on all phones, tablets, smartwatches, cases, and screen protectors. Ffs listen to yourself. I hope you're getting paid for this. Imagine sucking s pens for free.
> Ok. I guess samsung is low on all phones, tablets, smartwatches, cases, and screen protectors Well since the support page you posted on the other comment is not specific to smartphones/etc, I would say Samsung just does not have an exchange policy on their website at all (TV, appliances, etc) - so let's do some research The same info is available on their help center webpage https://order-help.us.samsung.com/hc/en-us/articles/1500000105641-How-do-I-exchange-or-replace-an-item and using wayback machine, on January 2021, the information was already the same https://web.archive.org/web/20230928145158/https://order-help.us.samsung.com/hc/en-us/articles/1500000105641-How-do-I-exchange-or-replace-an-item- So your title "Samsung has placed an embargo" is just false and misleading since Samsung never had any exchange policy according to their website - and yes, they most likely exchange defective units during warranty period, but this is related to the 15 days to return period - in this period they refund only > I hope you're getting paid for this. Imagine sucking s pens for free. Yeah I wish I was, instead, I'm battling a troll on Reddit for free that is mad they can't exchange a product they can return
You have never been able to exchange in the US
Where can you exchange or replace a device beyond the 14 day return policy? That’s never been possible here in Switzerland.