Hi there,

just after a little bit of advice my friend Sally has been having loads of problems dealing with Samsung after buying a £170 TV and trying to get her £30 Cashback. Btw the TV was bought from Pc world although this is of minor relevance in the matter.

She has been on the phone and emailing in total utilising about 7 hours to no avail.

I advised her to email the CEO and ask for compensation for not having been giving her rightful £30 VAT money back. The Senior customer services chap from exec office has now responded and said that the cheque will be issued, wheter this will materialise is anyone's guess! However he has said he will be unable to offer compensation.

Just wondering if anyone has any ideas as to how to chase up the compensation bearing in mind Samsung have been giving Sally the run-around for 4 months, and its more than likely she is not the only one this has happened to!

Look forward to any advice and have a lovely day.

Best regards

BB

Can you tell us what the deal was and how it was presented to you - and when.

Thanks

Hi Bankfodder,

yes the deal was on a £170 TV made by Samsung and instore they had details of how to apply for the £30 cashback.

The TV was bought on the 30th April 2012. so four months later still no sign of the money after extensive chasing up.

Details of how to claim are found here https://samsungvatback.com/ and the proper procedure was followed by Sally however Samsung and there 3rd party people OPIA who run the promotion kept fobbing her off passing her between each other until a letter was written to the CEO's office.

A senior customer service rep has offered a £30 check to be sent out but is unwilling to offer comp.

Hope this helps. Let me know if anything else is requried

Best regards

BB

Very silly of them to make such a stupid fuss. However, I can't imagine that you would be entitled to very much compensation - £5 at most unless you have incurred any particular expenses.

I think that it is probably not worth your while doing anything about it.

Take the money but tell them that it has been flagged up on this forum - send them the link and tell them that it is a shame that they are prepared to hurt their own reputation to save bonbons.

Maybe Apple is right, that Samsung are cheapskate.

. Maybe Apple is right, that Samsung are cheapskate.

Yes,

true say,

I am sure the 665 million they have had to pay out to Apple will be of much satisfaction for Sally

http://www.bbc.co.uk/news/technology-19377261

many thanks for your advice

Best Regards

BB

Hi Bankfodder,

just to let you know Sally received a cheque, the second £30 cheque issued, banked it and was bounced by the bank this is the second time this has happened now. Imagine this is 5 months later and a measly £30 has not been credited to Sally's account. I am sure Samsung are just waiting for her to give up. Wether this is an administration error (I doubt it as this is the 2nd time around) or not its really poor from Samsung. Think of all the poor people who don't have access to internet or phone who will effectively have been cheated out of their £30 cash back.

Shame on Samsung and go Apple, sue them for all their worth!

Regards

BB

Shocking - but i would have sent a recorded letter instead of spending all that time on the phone. Samsung must be having hard times. Their Head Office is in Chertsey, you could threaten to doorstep visit to their corporate HQ and do a leaflet drop to all workers as they enter the building. I threatened this on two occasions in last 10yrs (other companies) and it worked a treat.

I sent my £100 cashback claim in Sept 2012 -having followed all the instructions clearly and posted it within the correct timeframe. They emailed to confirm receipt a few weeks later. I heard nothing for weeks and tried to contact them a few times but always received an automated response instead, which doesn't really tell you much. Then I received an email in December stating that I had not sent the documents in time and it had expired. Fortunately I have proof of postage and kept all the emails etc. I went on to their website and put in my invoice number, where surprise, surprise, it said my claim has been successfully processed! I have tried to contact their 0843 number as advised and no matter what time of day I call, I'm always number 9 or 10 in the queue. Once I managed to get to number 1 in the Q but a recorded message said that they were unable to take my call - after holding for half an hour. I think the cashback will be useful for my phone bill!

I will be reporting them to Which?, Martin Lewis and BBC Watchdog or trading standards as I seriously smell a rat...... shame on Samsung....... £100 might not be a lot to them, but it is to me.

Hi there,

sorry to hear of your problems with Samsung.

My friend Sally eventually got her £30 back after numerous calls emails and letters like you say which amounted to more than the original £30 she was claiming for!

You might want to try emailing the CEO directly:

[email protected]

Good on you for reporting them to the relevant bodies.Samsung need to get their act together and honor their cashback promotions! Wishing you all the best of luck with that!

Regards

BB

Another warning not to buy anything that from Samsung or John Lewis that has any sort of Cashback promise.

I ordered a Samsung Washing Machine from John Lewis (on line) on the 6th of July on the basis that;

1. I would receive it within 10 days,

2. it would come with a 5 year warranty and

3. I would get £75 cashback on the deal.

I received confirmation of the purchase shortly after placing the order online. I noticed straight away that there was no mention of the warranty or the cashback on the documentation. I immediately contacted John Lewis to ask what had happened to it. They told me that the necessary documentation and instructions for claiming the cashback would arrive with the machine. The 10 day delivery date passed with no sign of the machine and several contacts with Customer services, and on the 4th August, 19 days later than advertised, the machine turned up but, predictably, with no documentation regarding the extended warranty or cashback.

I then contacted John Lewis customer services and was sent an email giving a link to where I could download a VAT receipt which would need to be presented before claiming the cashback. No information regarding this requirement was available before asking. I followed the link only to find that the site had no facility for downloading the link. John Lewis would not accept that this was the case but said that If I wanted I could write to them and they would send me a VAT receipt by Royal Mail; they said that this would take 31 days!

Noticing that there was also a time limit on claiming, I returned to the website and eventually found some instructions regarding “downloading” the VAT invoice. These were to “ Bring up the copy of the VAT Receipt on the computer screen, take a photograph with a digital camera or mobile phone, up load the photo onto the computer and download into the electronic form on the web page! ( remember that this a major technology specialist!)

I took a screen shot, pasted it onto a word document and tried to upload but it wouldn’t accept any format other than PDF or JPEG. I eventually managed to upload the receipt as a PDF and the operation was completed. I now have to wait for several weeks before I get the cashbackj and confidently predict that there will be further “problems” then.

There are only two possible reasons for the procedure to be as complicated and problematic. Either they are technically incompetent or, more likely, this is a [problem] to entice people to buy products at a higher price than advertised. (google Samsung Cashback [problem] and you’ll see similar complaints on various products going back to 2012). If so, John Lewis is also profiting by it and must bear part of the responsibility and reputational damage.

The lesson is; do not buy anything from Samsung or John Lewis offering a cashback unless you have access to a free telephone and a lot of free time on your hands!