EUR680,35
Samsung Galaxy S23
256 GB, Phantom Black, 6.10", SIM + eSIM, 50 Mpx, 5G
Question about Galaxy S23 - 683847
So it seems that Galaxus does not have a competent person to answer simple question about state of their products - I ordered two of Galaxy S23 in two separate orders. Both came with (what looks like non-original) security seal on one side applied over broken original seal. On the other side the seal is original. I am now back and forth with customer service for 10 days trying to get an answer are the phones supplied like this from Samsung, does Galaxus opens them or they are tampered by someone else? And yes, there is no Galaxus sticker that would indicate that Galaxus officially opened them. There should have been a feedback from category manager, but nothing so far, and from my point of view it's simple as checking the rest of warehouse stack if they look like this. One customer service agent even created return for a phone without my consent...
Helpful answer
Contacting the manufacturer: Contact Samsung directly. Describe the situation and ask whether it is possible for the phones to be supplied with such seals. The manufacturer can definitely tell you whether the phones have been tampered with or not.
Escalate the complaint: Try to escalate your complaint to Galaxus. Ask for a supervisor or a manager who has more authority to handle your request. This can often speed up the process.
Collect documentation: Gather any evidence and documentation you have, including photos of the seals, communication logs with customer service, and order information. This information can be helpful when pursuing your complaint.
Use your right of return: Check Galaxus' return policy. If you think the products have been tampered with and you don't get a satisfactory response from customer service, you could return the phones and ask for a refund.
Public reviews and social media: Sometimes sharing your experience on platforms such as Trustpilot, Google Reviews or on social media can draw additional attention to your issue. Companies often respond more quickly when negative public reviews are at stake.
Switch on consumer protection: If you still do not receive a satisfactory response, you could contact a consumer protection organisation. They can help you clarify your concerns and put pressure on the company.
Consider alternatives: If the situation at Galaxus cannot be resolved, consider whether you can purchase the phones from another, perhaps more trustworthy retailer.
I hope these steps will help you and that you will soon receive a clear answer to your question.