Samsung after-sales commitments

[stormbind]

I bought a Samsung GX Series professional DSLR for which Samsung was running a cash-back promotion offer. To claim, customers were asked to send some personal details, receipt, and serial number (cut out from the box). This is what I did.

Samsung responded with a factually incorrect letter claiming that I had not included the serial number and that I should cut this from my box and forward it to them.

I phoned their customer support line. I explained to them that they were in error and that there was a hole in my box where the serial number had been.

Samsung insisted that the number I had cut out was the wrong one, and that I should find another on the side of the box.

I checked and there is no other number. I phoned their customer support line again and this time explained to them that the number I had submitted is the same number that is printed on the underside of my camera, where it is labeled as the "serial number".

Samsung have asked me to put this in writing. Where is my cash-back?

 

[davesophie]

well I have worked in consumer electronic retail for 5 years and i can tell you from experience that Samsung has one of the best customer service out there; trust me you don't want to deal with sony or toshiba...
First thing first did you keep a copy of the box you sent them?
second thing where did you buy the camera? did you submit a proof of purchase with it? have you had it exchanged at any point?
these are very important factors in you getting the quality service you deserve. you could have been sold a brick in the box; a unit that had a defect that someone dishonnestly returned into the box of the new one/ or an open box or even a brand new product left over from a previous season.
Although you are entitled to a year Limited manufacturer's warranty, if the serial number you submit to Samsung is one that is older than what could have been reasonably distributed within the year of your claim, they would want for you to send them the box just to match the two. and if your box indeed does not match the serial number on the unit or the one that you retailer has in records of your sale you may find yourself stuck in the middle... and your best bet would be to try to go back to your retailer and try to get help there. i can almost assure you that they won't want to take the product back but if you maneuver right, they will bounce you around and when you get up to someone above store level they will replace the product for you...
Cash-back. will not happen. No manufacturer provides cash back. they may fix the product or replace it but cash back is not going to happen.
so to resume:
- match your serial numbers. if they don't match go back to the retailer.
-call them to see what serial number if any they have listed under your purchase: the one on the box or the one on your unit.
-in the case that there is any incoherence i highly recommend you follow the retailer trail... it is your best bet.