Samsung - 'bait and switch' in free gift promotion

Philip_S

Hello all,

A quick summery: I bought Samsung goods that entitled to a free Galaxy Tab 3 8" WiFi (£249.49) under one of their promotions. After I had paid and received the goods: Samsung changed the spec of the Galaxy Tab 3 to the 7" version (£149.99).

The details
I wanted a new fridge-freezer and washer-dryer for my new flat. I went to AO (Appliances Online) to buy them. There was a link to Samsung's spend £1000 or more and get a free gift promotion. I checked it out, and what I planned to get would entitle me to a " 8" WiFi Galaxy Tab 3 (SM-T3100ZWABTU)" according to Samsung's T&C PDF. I checked on Amazon and it's worth £249.49, and comes in white.

I brought the goods form AO and it came to £1177.99 on the 19th October 2013. The items were delivered, and in good working order. Very happy.

No things start to go awry;

I went back to the double check the claims procedure, specifically the 10 day wait before submitting a claim. While on Samsung's site, I noticed their gift page showed a Galaxy Tab with a black border, not white, I checked the info and it said 7" version. I re-checked the T&C and it still said 8". I check the PDF AO linked to an it said 8.0 version and a picture of a white Galaxy Tab 3.

The 7" version is £149.99 on Amazon, a £100 downgrade.

I contacted both AO and Samsung. AO asked for more info, and still haven't got back to me. Samsung gave me the run around but eventually I received a call and email saying they had booked a 'call back from our Warranty Promotions Team' and they would phone me in 3-5 working days.

In the mean time, on the 22nd October 2013 I checked the Samsung site and the T&C PDF had changed! I then checked AO and the PDF they linked to had changed. Both PDFs had the same URL as before.

I smelt a rat.

I decided to report this to Trading Standards on the 23rd October. I have not heard back from them.

I am aware that it's going to be pretty much my word against theirs.

Then I remembered the wayback machine, but alas it did not have a copy of the original Samsung page and T&C. I archived the current pages (as the PDF of the T&C shows it was modified on the 22nd, when it says in the file name it's Sept).

I then had a brain wave and through another version on the Samsung site may have the same promotions. I checked out the Irish version of Samsung and they did have the original page, with the T&C stating the Galaxy Tab 3 is the 8" version along with the original and correct part number. The Irish T&C PDF links back to the UK page. I guess they forgot to change that page! I archived the Irish page and T&C, and when I can post links (this is my first post, and what prompted me to join up and speak out) I'll add them to this post or in a reply. Anyone who wants the link can PM me.

I want other people to see what is going on, before anything else gets changed, and they try and brush it under the carpet like nothing happened.

How many have been stung?
Anyway, I' wondering if anyone else was caught out by this 'bait and switch' by Samsung?

The T&C changed on the UK site on the 22nd October 2013, so anyone who bought more that £1000 worth of Samsung goods between the start of the promotion on 17th October to the 22nd may be affected.

Final thoughts
I like AO as a retailer, and Samsung products. I do not trust the promotions team of Samsung UK. By that I mean: if they can change the T&C on this why not on other T&C? Who is keeping an eye on them and monitoring changes? I am now a little suspicious that the 5 year warranties I have for my fridge-freezer and washer-dryer are 'not worth the paper they are written on' so to speak (yeah, I achieved them of the wayback machine too!).

Philip

powerful_Rogue

What does it say in the T&C's of the free gift? Anything along the lines of:

"Subject to availability, whilst stocks last." etc

Philip_S

Not exactly;

22. The Promoter reserves the right, acting reasonably, to vary the Terms and Conditions of this Promotion.
23. The Promoter will not be responsible or liable for: (a) any failure to receive submissions due to transmission failures; (b) any late, lost, misrouted, or damaged transmissions, applications or claims; (c) any delay in the posting of the gift (d) any computer or communications related malfunctions or failures; (e) any disruptions, losses or damages caused by events beyond the control of the Promoter; or (f) any printing or typographical errors in any materials associated with the Promotion.

'22' - allows for changes, but these changes were after I had bought the products, and a £100 downgrade is not 'reasonable', and they changed it on the sly. Besides the offer is still live on the Irish site.

'23 f' - I'm not sure they could claim the original offer as a printing error, as it's part of the offer. I know companies reserve the right to not ship stuff (and get out of errors on websites where the wrong price is listed) but none of that language is in these T&C. I already have my fridge-freezer and washer-dryer. I've upheld my end of the bargain.

Philip

earthstorm

Philip_S wrote: »

Besides the offer is still live on the Irish site.

makes no difference.

Samsung UK
Samsung IRE
Samsung AU
Samsung USA

are all part of Samsung Electonics, but all run as separate businesses with different promotions

Philip_S

But this does make a difference;

Eligibility
9. To be eligible to participate in the Promotion, Participants must be a UK or Ireland resident aged 16 or over

And;

13. In order to participate in the Promotion and claim the relevant gift, Participants must either
claim online or by post.
(a) Online:
To claim the relevant gift online, Participants must visit
<snip*>samsung.com/uk/homeappliancegift, click ‘online redemption’ and input the following information:

This second quote refers back to the UK site. This was originally on the UK site as well until the changed it on the 22nd.

Philip
PS: * snipped out the www as I can't post links.

earthstorm

Philip_S wrote: »

But this does make a difference;
And;
This second quote refers back to the UK site. This was originally on the UK site as well until the changed it on the 22nd.

Philip
PS: * snipped out the www as I can't post links.

but the promotion itself could be run on different days.

lets say on the UK site 1st to 14th and then on the IRE site 15th to 30th.

the terms will be the same, as they are running the same promotions, but on different days.

Philip_S

In this case the T&C states the time period this promotion is running over, and who is running it;

The Promoter
1. The Promoter is Samsung Electronics (UK) Limited, Samsung House, 1000 Hillswood Drive, Chertsey, Surrey, KT16 0PS (the “Promoter” or “Samsung”).

Promotion Period
2. The Promotion will commence on 17 October and will continue until 27 November 2013 (the “Promotion Period”)

Philip
PS: How many posts do you have to make before you can post a link? This would be much easier with a link!

powerful_Rogue

When you goto the website to claim your free gift, does it give you the option of claiming the 8' Galaxy?

bod1467

Philip_S wrote: »

PS: How many posts do you have to make before you can post a link? This would be much easier with a link!

I don't know. However you can post links but just delete the http:// part and they'll show - just not be clickable.

powerful_Rogue

Im guessing this is the promotion the OP is talking about

http://www.samsung.com/uk/homeappliancegift/

Philip_S

powerful_Rogue wrote: »

When you goto the website to claim your free gift, does it give you the option of claiming the 8' Galaxy?

No. It's arranged in tiers;

Original T&C (when I bought my goods on the 19th Oct);

5. The gift that can be claimed will depend on the amount spent on Home Appliance Products, as
shown in the table below:
2013 Redeemable Gift List _______________Total Spend (£) ___ Total Spend (€)
8” WiFi Galaxy Tab 3 (SM-T3100ZWABTU) _ £1000-£1499.99 ___ €1200-€1799
32” Smart LED 3DTV (UE32F6100AKXXU) __ £1500-£1999.99 ___ €1800-€2399
NX300 Camera (EV-NX300ZBATGB) _________£2000+ _________€2400+

New T&C (changed on the 22nd Oct, and still on Samsung's website)

5. The gift that can be claimed will depend on the amount spent on Home Appliance Products, as
shown in the table below:
2013 Redeemable Gift List _______________Total Spend (£) ___ Total Spend (€)
7” WiFi Galaxy Tab 3 (SM-T3100ZWABTU) _ £1000-£1499.99 ___ €1200-€1799
32” Smart LED 3DTV (UE32F6100AKXXU) __ £1500-£1999.99 ___ €1800-€2399
NX300 Camera (EV-NX300ZBATGB) _________£2000+ _________€2400+

Note that even though they changed it to 7", the part number is still the same the same, and that part number is for the 8" version.

On the regular webpage about the promotion they changed it to 7" and model number SM-T2100MKABTU, which is the 7".

They forgot to change the model number in the T&C, and they forgot to change the Irish site which is linked to this promotion (the Irish promotion is handled though the UK site too).

Edit:
@ bod1467 - thanks for the tip - I thought that would break the rules!

....

Appear I can't post the wayback machine page as that has http in the middle, here is the Irish version of the page;

samsung.com/ie/homeappliancegift/

and the T&C (this is what the UK site used to say);

samsung.com/ie/homeappliancegift/DA_Promotion_-_Ts_and_Cs_Final_23sept.pdf

@ powerful_Rogue - that's the page, or at least the new page.

Philip