I had an extremely disappointing experience with Samsung New Zealand regarding a recent TV purchase and trade-in.I purchased a Samsung 75-inch Vision AI QLED TV during a Black Friday promotion, applying a $100 coupon and a $400 trade-in discount, and paid $1,492. The very next day — before the TV had been dispatched or delivered — Samsung reduced the price of the same TV by a further $193.I immediately contacted Samsung requesting a refund of the price difference, as the order was still pending dispatch. Acting in good faith, and to avoid the inconvenience of cancelling and re-ordering the exact same product, I allowed delivery to proceed and permitted the collection of my fully functional 60-inch TV as part of the trade-in.Samsung then refused to refund the $193, relying on rigid terms and conditions after failing to respond before dispatch. As a result, I was left without a TV for over a week and under significant stress, despite doing everything reasonably as a customer.What is most frustrating is that this situation was entirely avoidable. A simple price adjustment prior to dispatch — or even timely communication — would have resolved the issue. Instead, Samsung benefited from my goodwill while refusing to act fairly.This experience has seriously undermined my trust in Samsung’s customer service and trade-in process. I would caution others to be extremely careful with Samsung trade-ins and price changes, especially during promotional periods.
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