Samsung S20 Ultra Delays

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Samsung S20 Ultra Delays

Hi,

 

I made a pre-order with Fido for S20 Ultra on Feb 11, the same day the phone was announced. My position in line is number 3.

The phone officially launched in Canada and Fido on March 6.

I haven't received any emails or calls from Fido since making a reservation 1 month ago.

I called the store where the device was supposed to be delivered on March 6 and they initially told me that Ultra was not yet available at the store and should arrive on the following week. They only had regular S20.

Fast forward to this week, I called the Support line and the store again. Now they were saying that the phone is being delayed by Samsung itself and they don't have any ETA when the phone will arrive and I just should wait for whenever this happens.

My understanding was that by pre-ordering the day the phone was announced would give me a high enough priority to get the phone on the release date, since it's shipped to the store so no  Samsung restrictions apply in terms of when the device can be shipped (it still should've been at least March 6).

I found some posts on Reddit of people who also reserved S20 Ultra through Fido and contacted stores and support receiving no explanation of what happened and no ETA.

My order status still says Open today and I don't see any official statement from Fido. This is very upsetting and disturbing to me since clearly everyone who pre-ordered S20 Ultra is impacted.

 

Could I get some clarity on what's going on and when I should expect my phone?

 

Thank you.

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Re: Samsung S20 Ultra Delays

Hey everyone! Just wanted to provide an update on this Smiley

 

Anyone who reserved the S20 and the store is since closed due to Covid19 should have gotten a phone call from us to manually process the order. You'll also still be getting your gift with purchase (Samsung Galaxy Buds+) as long as you had reserved while the promo was on. Keep in mind these will be sent in a separate package.

 

Hope that helps out! 

 

 

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Re: Samsung S20 Ultra Delays

Hey @Code514! I hope you're doing well. Smiley

 

I'll send you a PM for that shortly. Talk to you soon!



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Re: Samsung S20 Ultra Delays

so here is my story .... On june 12th a placed an order for a S20 5g ... on June 16th i saw that there was another offer with the Galaxy buds ... so i went online to see if i can cancel the order i placed which i couldnt. so i got in touch with a fido rep who was helpful enough to cancel the order and had me place it again while online. I asked if i would get the buds as thts the main reason i wanted to cancel and re apply for the phone with the buds.. i just got my package ( june 26 th ) No buds ... i get in touch with a Fido rep online and now told if they are out of stock i wont get it and also to add matters worse .. they said tht my order was duplicated and june 16th order was cancelled which doesnt make sense to me ... how can an order be duplicated when i cant cancel my last order or order another one. I had the rep cancel the order for me so i could avail the buds offer.

 

hoping a Fido manager or supervisor can assist as i cant wrap my head around their logic. 

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Re: Samsung S20 Ultra Delays

Hey there @Knighthunter007

 

We can confirm that the Galaxy Buds promotion is ongoing with the purchase of some Samsung devices from June 16th 2020 until June 30th 2020. The Samsung S20 Ultra 5G is eligible for the Galaxy Buds while supplies last. To better assist you, can you please confirm when was the second order placed? Was it on June 16th 2020 or a bit later?

 

That said, we do have a process to follow up on missing gifts or to investigate if the gift was indeed out of stock when processing your order. You can reach out to us at these channels for immediate assistance and a Fido representative will follow up on your order. Hope this helps Smiley



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Re: Samsung S20 Ultra Delays

Hello @FidoSaad 

 

I can confirm that the 2nd order which i placed was on June 16th. I was online trying to cancel my previous order which i couldnt do myself so i had an Online agent help me cancel and re apply.

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Re: Samsung S20 Ultra Delays

Hey there @Knighthunter007 thank you for clarifying this. 

 

I would recommend reaching out to customer service in order for them to be able to help you out. 

 

Or we can send you a PM on here. Let us know what you prefer Smiley



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Re: Samsung S20 Ultra Delays

Hello @FidoDaniela 

 

I had already reached out to a fido agent online and tried to explain to them that my second order was on june 16th  they said there is nothing they can do. They said that the buds stock could of depleted or finished out and its while supplies last and left it at that. I even asked to be called by a manager or supervisor and was told tht someone would call in 24 to 48 hours but yet to hear from anyone. What can be done to resolve my issue ? 

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Re: Samsung S20 Ultra Delays

Morning @FidoDaniela , @FidoSaad 

 

Can someone PM ? As i am yet to hear from a Manager or Supervisor and its been over 48hours and i was told someone would get back to me in 24 to 48 hours.

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Re: Samsung S20 Ultra Delays

Hey @Knighthunter007,

 

We've sent you a PM. Talk to you there! 😊

 



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