Samsung's Failure to Deliver

eVoid

I would like to know to whom can I write to lodge a formal complaint against Samsung for failure to deliver.

The story thus far: On the the 20 October 2014, I placed an order for a Samsung Galaxy Note 4 bronze, which was to be delivered the following business day. This did not occur, so I placed a question on their site asking for more information on 22 October 2014. There was no response by the 27th October, so I rang Samsung, only to be informed that the expected shipping date was to be the 7th November, and that I would receive my phone by the 8th November. I was informed that an email had been sent out to inform us of this issue, an email I never received, but one that was forwarded to me at the time of the call.

On the 5th November, my question on the site was answered, confirming that the phone would be shipped on the 7th, and I would receive it on the 8th, however, checking the order status, I found that the order was still in the processing stage. At this point I called up Samsung (0330 726 7467) again, only to be informed that it would ship on 21st of November, and be with me on the 22 November. Again I was informed that an email had been sent out, which again I had not received. It was offering a case as compensation for the delay. The compensation is both inadequate and insufficient.

This was an unacceptable answer, and so I wrote in a complaint to Samsung on 8th November, asking for them to deliver the phone by 13th November. The phone has not likely to be delivered today, and I would like to approach an official body to place a formal complaint against Samsung for failure to deliver.

stugib

eVoid wrote: »

I would like to approach an official body to place a formal complaint against Samsung for failure to deliver.

Who do you think would set up an 'Office of Failed Deliveries'?

JJ_Egan

There is no formal body for late delivery your only option is to write and complain to Samsung UK head office .
I think the compensation is perfectly adequate but you are at liberty to reject it and go to court over the matter .

unholyangel

According to their T&C's, a contract isnt formed until they have dispatched the goods.

Not really sure why you're looking to make a complaint to an official body. It may be a "bad system" model but theres nothing illegal about it.

wealdroam

eVoid, welcome to the forums.

Can I suggest you read MSE's Failed Delivery article?

You say a free case isn't adequate compensation.
What would you consider to be adequate compensation?

You haven't given any indication that you have suffered any loss, and as some Samsung cases are very expensive, I would seriously consider accepting their offer.

agrinnall

I wouldn't be surprised to find that if you continue to take an aggressive stance with Samsung they will cancel your order and refund your money. I don't know the phone but if it's new I'd imagine they have a limited supply and can't ship what they don't have.

powerful_Rogue

eVoid wrote: »

I would like to know to whom can I write to lodge a formal complaint against Samsung for failure to deliver.

The story thus far: On the the 20 October 2014, I placed an order for a Samsung Galaxy Note 4 bronze, which was to be delivered the following business day. This did not occur, so I placed a question on their site asking for more information on 22 October 2014. There was no response by the 27th October, so I rang Samsung, only to be informed that the expected shipping date was to be the 7th November, and that I would receive my phone by the 8th November. I was informed that an email had been sent out to inform us of this issue, an email I never received, but one that was forwarded to me at the time of the call.

On the 5th November, my question on the site was answered, confirming that the phone would be shipped on the 7th, and I would receive it on the 8th, however, checking the order status, I found that the order was still in the processing stage. At this point I called up Samsung (0330 726 7467) again, only to be informed that it would ship on 21st of November, and be with me on the 22 November. Again I was informed that an email had been sent out, which again I had not received. It was offering a case as compensation for the delay. The compensation is both inadequate and insufficient.

This was an unacceptable answer, and so I wrote in a complaint to Samsung on 8th November, asking for them to deliver the phone by 13th November. The phone has not likely to be delivered today, and I would like to approach an official body to place a formal complaint against Samsung for failure to deliver.

Two options really.

1) Accept the free case and await Samsung to get stock in. The case alone is worth about £50 so that's pretty good compensation from Samsung.

2) Cancel your order and buy if from the CarPhoneWarehouse. Although slightly more expensive, they have it in stock available for delivery.

molerat

powerful_Rogue wrote: »

Two options really.

1) Accept the free case and await Samsung to get stock in. The case alone is worth about £50 so that's pretty good compensation from Samsung.

2) Cancel your order and buy if from the CarPhoneWarehouse. Although slightly more expensive, they have it in stock available for delivery.

Or
3) Push for more compo and get the reply as in Pressdram and Arkell

LilElvis

molerat wrote: »

Or
3) Push for more compo and get the reply as in Pressdram and Arkell

For those who don't read Private Eye this explains it:

http://www.lettersofnote.com/2013/08/arkell-v-pressdram.html

Reminds me that a subscription to Private Eye can go on my Christmas list :T

lovinituk

molerat wrote: »

Or
3) Push for more compo and get the reply as in Pressdram and Arkell

LilElvis wrote: »

For those who don't read Private Eye this explains it:

http://www.lettersofnote.com/2013/08/arkell-v-pressdram.html

Reminds me that a subscription to Private Eye can go on my Christmas list :T

Brilliant Never seen that before but will save it for an appropriate time.