Note - I am unable to insert the images from my original email. I can email them to yo...

GetHuman-palatovn's customer service issue with Samsung from August 2018

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The issue in GetHuman-palatovn's own words
Note - I am unable to insert the images from my original email. I can email them to you separately later.**To whom it may concern,**I am writing this later to make a complaint about the manager of the Samsung store in the Pavillion shopping mall in Kuala Lumpur, Malaysia. The manager in question gave his name as Mr Alan Chai.**Before I begin, I would like to say that I have bought many Samsung products in the past including a number of Galaxy phones and I currently have one of your TVs on my wall. I am just saying this so as to explain that I have been very happy with your company and their products in the past and will probably continue to buy from you in the future.**Recently it was my wedding anniversary. I am a keen swimmer and my husband decided to buy me a sports watch*fitness tracker as a gift. I was very excited about this and did a lot of research on the Internet checking out things such as price, quality, general features, as well as (importantly) swimming features and iPhone compatibility (I recently swapped my Galaxy phone as I was gifted an iPhone X for my birthday).**Having decided on either a Garmin or a Samsung, I set off to the shopping mall mentioned above. After checking out some Garmin watches, I went to the Samsung store where I was guided into buying a Samsung GearFit* Pro (see photo below) by a very helpful and young man. I asked about the watches features for swimming, explaining that this was why I was buying the watch and I then asked about compatibility with the iPhone and I was told that there would be no problems with compatibility and that the watch and phone would be able to do everything as explained. I was very satisfied with what I saw and so I bought the watch.***image.png***image.png**Later on, with the help of my husband, I attempted to set up the watch. The problem was that the app was downloadable for the iPhone, it would not work with the watch. I looked at all of the adverts and reviews and everywhere seemed to say that it worked for swimming.**Eventually, deep inside an FAQ on the Speedo On website (*faq), I found that although:**image.png**This:**image.png**I wrote to Speedo and asked them when the app would be made compatible and they told me that it would be fixed sometime in the future, but they didn’t know when.**Obviously, this is not what I was looking for, so I decided to take the watch back and get a replacement or my money back. I didn’t think that it would be a problem. I lived in South Korea until last year and I know how seriously most of the companies there take their customer service and I know that Samsung is also generally excellent at helping customers.**When I went to the shop, I explained the situation and the manager as well, as two other members of staff, worked on trying to get the app to work, but were unable to do so after around an hour of trying.**When I asked for my money back or something that would work I was very surprised when Mr Chai then told me that there would be no return of funds and there was nothing else he would do for me. I walked out of the store very shocked. Not knowing what else to do, I called my husband. He speaks a little stronger than me and I thought that he may be able to get more from them.**Mr Chai spoke to my husband but still refused to return the money. Eventually, he called up his manager and asked them what he should do, and they told him the same.**Although it is not required by law to return that money on goods (and it does say this in small writing on the receipt, as pointed out by Mr Chai), I was on holiday in Malaysia and so was obviously not aware of the local laws. My husband found the following from here as well as various other places:***image.png**Mentioning this to Mr Chai, he still refused to make any refunds.**The watch is now in my kitchen drawer unused and I am $*** and many hours of my time worse off.**This is the first time I have ever written a complaint to anybody! Thank you for reading this VERY long explanation.**Yours,***Sapura Livesey

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Customer service issue
Reported by GetHuman-palatovn
Aug 20th, 2018 - 5 years ago
Seen by 12 customers so far
Similar issue to 881 others
0 customers following this
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GetHuman-palatovn started working on this issue
Aug 20th, 2018 8:29am
GetHuman-palatovn indicated the issue is not fixed yet.
Aug 24th, 2018 6:43am
GetHuman-palatovn indicated the issue is not fixed yet.
Aug 28th, 2018 9:02am