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Frustrating experience

I'm a participant level 1
I'm a participant level 1

I am writing to express my deep dissatisfaction with the service I have received regarding my recent Samsung Fold 5 order. Unfortunately, my experience has been far from satisfactory, and I feel compelled to bring these issues to your attention.


I placed an order for the Samsung Fold 5 five days ago and, to date, I have not received any confirmation email. Upon contacting the customer care team, I was advised to visit the Roger Oakville pickup location directly. However, my visit to the Roger Center for express pickup was met with confusion, as the staff initially claimed not to deal with Fido customers and insisted it was the wrong location.


After persisting and providing my order number, I was informed that the device was not in stock. Interestingly, when I called using a different name over a phone, I was told that they did indeed have the Samsung Fold 5 in stock. I sought reconfirmation, and they confirmed the availability of the phone. Despite having the device in stock, I was not provided with it, leading to a highly frustrating experience.


Adding to my frustration, I have yet to receive any communication regarding the status of my order. When I engaged with customer support via chat, the responses were generic, advising me to "wait for confirmation." This raises the question of the purpose of customer support if they merely provide standard responses that offer no additional value beyond what can be gleaned from my online account.


Moreover, I was suggested to cancel the existing order and place a new one if I want to change the pickup location. However, when attempting to do so, I discovered that all Samsung Fold 5 pickup locations were once again directed to Roger Center, compounding my frustration.


I'm a contributor level 1
I'm a contributor level 1

Is this resolved?

thanks for letting us know.


Hey @kujur88


We understand your frustration as you've been having issues with receiving your new device. Rest assured this is definitely not how we want you to feel.  While this isn't our main support channel, given the situation you have we can exceptionally provide support here in PM's. We'll be happy to continue with you there. 😀