Davidcolang
Level 2: Rookie

Pre order Fiasco Galaxy S10+ & Buds

Seriously the treatment i have just received from telstra mobile sales Via phone not online or Telstra Shop..... What a mistake to pre order my Galaxy S 10 so called pre order via phone sales. I first pre sided online prior however I had a bill owing so that first order was cancelled the way telstra know best no notification to the customer no email no sms .. but accepted it as my fault because I was in arrears by 1 bill. Ok on March 4th after sorting my account I phoned went through the order process ... Boy i was hanging for those Galaxy Buds in the 12 th of March I phoned spoke to an overseas consultant as I thought I should check on my order as it was still coming up as pending yesterday in the morning I checked again pending to my utter surprise shock and disbelief in the afternoon I checked and the status
had changed however unfortunately for me the status had changed 2 cancelled for both my orders as I was getting to new S Plus them exchanging them for my old S8 Plus

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17 REPLIES 17
Davidcolang
Level 2: Rookie

Re: Pre order Fiasco Galaxy S10+ & Buds

Sorry edit tomed out so basically because of an error on Telstra part I now will not be receiving my buds which was the reason I pre- ordered in the first place the fact of getting two different reasons within 10 minutes is absolutely appalling customer service the fact that if the order was cancelled due to a credit issue there was no issue as usual was Telstra is not mine but I've had to suffer I've been a long-term customer and let me tell you I will be changing so based I'm not getting these buds I was really looking forward to getting the buds but through lies and manipulation ordered in the first place the fact of ordered in the first place the fact of getting to different ordered in the first place the fact of getting to2vdifferent reasons within minutes is a joke and appalling customer service I am really annoyed as my wife and I we're both looking forward to receiving our buds thanks for robbing is Telstra
Support Team
Support Team

Re: Pre order Fiasco Galaxy S10+ & Buds

Hi Davidcolang, 

 

Thanks for reaching out. 

 

When you spoke with our team what was advised? 

 

 

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Davidcolang
Level 2: Rookie

Re: Pre order Fiasco Galaxy S10+ & Buds

Well due to precession of muddleups and changing stories I WONT be receiving what I really wanted as there were 2 phones ordered we won't receive Buds for either ... Telstras normal when they are wrong solution...... throw money at us 2 credits for $249 I had no other option ... the initial communication sorry absolute lack of it. Then u get to talk to people offshore who couldn't care less with absolutely no empathy towards the person that pays their wage the customer
Carl_Clements
Level 3: Gumshoe

Re: Pre order Fiasco Galaxy S10+ & Buds

Surprised you got the credits. Well done.
Also don't be too disappointed at not getting the buds, they are awfully tinny. Very little base unless you really ram them into your ears and even then not good. Used mine once, have now purchased the Bose Soundsport Free wireless buds and they are totally awesome. $299 in most places but I found them for $249 at Harvey Norman. Vastly superior product and the case can charge the buds multiple times. Means you get 5 hours from the buds and 10 hours of recharge capacity from the case before you need a Micro USB power source to recharge.
Telstra, the most dishonest, money grabbing company who hold their customers in contempt. Great company!
Carl_Clements
Level 3: Gumshoe

Re: Pre order Fiasco Galaxy S10+ & Buds

Hi David.
Wow how horribly frustrating for you. That said, the buds are really not very nice to listen too. Awfully tinny.
You can purchase Bose Soundsport Free wireless buds for $249, totally compatible with your phone and vastly superior to the Samsung buds, which are actually made by AKG (who).
Try demanding a credit for $249 from Telstra and if you get it, use the money you would have paid the next bill with to get the Bose.
Telstra, the most dishonest, money grabbing company who hold their customers in contempt. Great company!
Highlighted
Support Team
Support Team

Re: Pre order Fiasco Galaxy S10+ & Buds

Thanks for letting me know @Davidcolang,

 

Did they advise why the Galaxy buds were not included in your order? 

 

 

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Davidcolang
Level 2: Rookie

Re: Pre order Fiasco Galaxy S10+ & Buds

Yes as explained because of an issue which Telstra was at fault for some reason one consultant told me my credit score only allowed me 1 phone so I'm still at a loss as if this was true why cancel both orders... Then another consultant told me it was because stock of the slate green and the slate black we're exhausted so they cancelled it because of that.. and if I didn't regularly check the order status like i today would still have no idea because I've still not received a notification that my order was cancelled .. there attitude was like bad luck mate no buds for you
Support Team
Support Team

Re: Pre order Fiasco Galaxy S10+ & Buds

I can appreciate your frustration Davidcolang

 

I recommend lodging an official complaint with our complaints team via the secure form at https://tel.st/byrfb. This will allow us to have a specialised case manager assigned for this to be investigated and resolved further. This will allow you to have the one contact point until this is resolved fully for you.

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Davidcolang
Level 2: Rookie

Re: Pre order Fiasco Galaxy S10+ & Buds

Thanks I'll give it s try
Level 20: Director

Re: Pre order Fiasco Galaxy S10+ & Buds

So lets see if i've got it right. First order was cancelled because you didn't pay your bill and second order for 2 phones was cancelled because of your credit rating because you didn't pay your bill and it's Telstras fault? 

I am not a Telstra employee, so all opinions are my own, I have been around Telstra products a long time and have a reasonably strong general tech knowledge. .
Eagle_fox
Level 2: Rookie

Re: Pre order Fiasco Galaxy S10+ & Buds

Your not the only one in this boat.

I pre-ordered a S10+ on the 7th March (as I was upgrading a lease plan, this was the first chance that I had).

With the Phone ordered and confirmed that I did make the deadline for the Galaxy Buds. I was informed there was a large number of pre-orders and my phone was on back order. A week after release I got the magical message that my package was on it's way. Heads up the good news ends here.

 

My package ended up being shipped to an address near Newcastle (3 hours from where I live in Sydney). When I rang up to confirm they assistant confirmed that the package was mine. However it took a little while to get though to them that the package was sent to the wrong address. They confirmed my address (which was correct) then checked with Star Track and then they confirmed a mistake had been made. I was told I had to wait until Australia Post sent the phone back before it would be sent to myself. I was told by the person on the phone that they would get back to myself.

 

A couple of days later I rang Telstra support as I have not heard anything (this will be a running theme). I spoke to a different person and they informed me that I would have to wait 10 days for Australia Post to send the package back. This was not acceptable as the mistake was not mine. The assistant I spoke to then created a new order for a S10+ so I would receive one quicker. They then confirmed that I would still receive the Galaxy Buds, as I had ordered a phone before the cut off date and the issue was not my fault. I received this phone about 1 week later, alias just the phone, no Galaxy Buds.

 

So the following day, rang Telstra (this was a Friday). They informed me that the Buds are on back order and they are waiting for shipment, again confirmed I am receiving them. The following Monday, I got a call from Telstra asking if I have received the Galaxy Buds (so clearly the teams within Telstra are not talking with each other) to which I replied I had not. I was then told I would receive a call the following Monday to follow up. 

 

The following Monday came and went without a phone call. So again I called Telstra to find out what was happening, Telstra response was we are waiting for a shippment (as they were processing with Samsung). I also checked when I would be receiving the package for me to sent my S9+ back (as I was on an upgrade lease). I was told they would follow up and send it out. I was also provided the Warehouse Number to ring if I had not received within 3 week of receiving my phone

 

You guessed it, 3 weeks and no Galaxy Buds. So I ring the warehouse number, and they were confused as to why I was provided with there number as they would not have any details on my order. So I call Telstra support back, this time I am told that I have to claim the Ear Buds directly from Samsung (we are now after the deadline for claiming), So I call the Samsung Number they provided, and as I guessed, no information about how to claim for the Galaxy Buds. I hit the Samsung live chat, where I got someone helpful (telling myself this whole issue is Telstra's fault and not Samsung's). If I had got the phone from the Samsung Store they would help me, but they couldn't as this was from Telstra. So instead of calling Telstra Support, I called the complaints line. While the person I was talking to was not at fault, I was really not happy with the run around. I get the response this is a known issue, and Telstra is fixing it, but again no timeframe on an update. I did however manage to get information on where to send my Old Phone (which I was told the customer has to send at their expense, Telstra no longer provide pre-paid packages for them) - This is Red Flag as I was also planning on the 5G upgrade, but with all this trouble, may look at other providers. I did request a phone call back with then update within the next couple of days.

 

2 days later I get a phone call telling me there is no update, and again no timeframe as to when I would be receiving the Galaxy Buds. Now a week has passed with no update.

Checking the Telstra Store online, they are marking the Galaxy Buds as available, this means Telstra has stock.

 

My next option at the moment is legal as I get the feeling that Telstra doesn't care. 

To add insult to injury each time I call they want to check my Home Internet or any other services I have so they can bundle.

Carl_Clements
Level 3: Gumshoe

Re: Pre order Fiasco Galaxy S10+ & Buds

Contact the Telecomms Industry Ombudsmen (TIO), they have had so many complaints about Telstra they have a dedicated team. They also have a direct line to a team at Telstra that deals with complaints from the TIO. This will get resolved a lot faster than dealing with the standard "customer service" teams.

Telstra, the most dishonest, money grabbing company who hold their customers in contempt. Great company!
Support Team
Support Team

Re: Pre order Fiasco Galaxy S10+ & Buds

Hi Eagle_fox. 

I am sorry to hear you have had such a horrible experience with your Samsung Galaxy + Earbud offer order. 

You mentioned you had spoken to complaints. Did you raise a formal complaint about this? If so do you have your complaint reference number handy beginning with SR 1- so I can follow up for you?

Regards - 

____________________

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Davidcolang
Level 2: Rookie

Re: Pre order Fiasco Galaxy S10+ & Buds

Thanks that's what I think I will do
Eagle_fox
Level 2: Rookie

Re: Pre order Fiasco Galaxy S10+ & Buds

I wasn't sent an SR number I was sent an INT number:
INT 1-1985391275177

But still waiting for my Buds

Support Team
Support Team

Re: Pre order Fiasco Galaxy S10+ & Buds

Thanks for letting me know @Eagle_fox

 

Using this reference, I was unable to locate a complaint. I recommend lodging an official complaint with our complaints team via the secure form at https://tel.st/vbmma. This will allow us to have a specialised case manager assigned for this to be investigated and resolved further. This will allow you to have the one contact point until this is resolved fully for you. 

 

 

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Davidcolang
Level 2: Rookie

Re: Pre order Fiasco Galaxy S10+ & Buds

Perhaps I didn't make it clear enough ..in November last year TELSTRA OVERCHARGED ME 1800 ..prior to this massive bill I received 2 emails from telstra informing me I would for some reason not receive my bills that's 2 months telstra couldn't provide me a bill ... Now I don't know where you come from but just because a telstra offshore call center person tells me what I owe I'm not paying until I get a bill FUNNLY enough when I did get a bill after 3 months there was the OVERCHARGE so even though i spoke numerous times to the offshore mob who show no empathy no careing whilst party's are going on in the background amazing there was no focus on my issue the slight overcharge 1800 my services were in super quick time in the hands of collections after another few calls to the complaints team finally someone's listening she had to open new accounts REPAY ME VIA CREDITS the 1200 I had actually OVERPAID ... so yer my credit score as in was told by offshore legends didn't matter when i walked into a telstra shop and walked out with 2 new phones NO BUDS as far as I'm concerned Samsung ran out of buds and Telstra went into panic mode cancelled orders on some half baked story .. they don't even bother emailing to let you know your order was cancelled wastes more time this way push you past the pre order date then hey presto credit rating didn't matter... let's face it off in half right Telstra or Samsung will never acknowledge the problem... did u see my favorite bit 10 MINS before i was told the credit rating scam it was sorry Mr David but we couldn't supply the colour amazing how once I agreed to take 2 white ones it became a CREDIT ISSUE Telstra don't BS another BSer

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