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Pre order Fiasco Galaxy S10+ & Buds
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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Re: Pre order Fiasco Galaxy S10+ & Buds
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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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Re: Pre order Fiasco Galaxy S10+ & Buds
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Re: Pre order Fiasco Galaxy S10+ & Buds
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.
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Re: Pre order Fiasco Galaxy S10+ & Buds
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.
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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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Re: Pre order Fiasco Galaxy S10+ & Buds
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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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Re: Pre order Fiasco Galaxy S10+ & Buds
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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?
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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.
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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.
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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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Re: Pre order Fiasco Galaxy S10+ & Buds
INT 1-1985391275177
But still waiting for my Buds
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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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