Samsung Refuses to Send My 18000 BTU Indoor Unit After AC Purchase
On 31/07/2025, I purchased a 12000 + 18000 BTU dual indoor unit air conditioner with the code AJ068TXJ3KH/EA from Samsung Online. I was told it would be delivered on 05/08/2025, but it didn’t arrive and was instead delivered on 09/08/2025. However, the 18000 BTU indoor unit was missing. From 09/08/2025 to 11/08/2025, we tried to explain the issue, and they finally admitted it. On 11/08/2025, they created a return request and told us to repurchase the same product in full, but since it was discontinued, we canceled the return request. On 15/08/2025, they said the issue would be resolved, but when we called again, they said, “It can’t be done because you submitted a return.” Despite the payment being made and the invoice issued, Samsung is not sending us the 18000 BTU indoor unit.
Progress
31/07/2025 tarihinde Samsung onlineden AJ068TXJ3KH/EA kodlu 12000+18000Btu çift iç üniteli klima aldım 05/08/2025 teslim edileceği söylendi gelmedi 09/08/2025 te teslim edildi.Toplam 4 paket olması gereken telimat 3 paket olarak gerçekleşti 18000 btu luk iç ünite teslim edilmedi.09/08/2025 ten 11/08/2025 e kadar eksik olduğunu anlatmaya çalıştık enson kabul ettiler 11/08/2025 te iade talebi oluşturup aynı ürünü tam ve eksiksiz olarak tekrar alın dediler satıştan kalktığı iptalden vazgeçtik 15/08/2025 te çözüleceği söylendi aradığımızda iade ğirdiğiniz için olmuyor dendi parası ödenmiş faturası kesilmiş 18000 btu iç ünitemizi samsung yollamıyor
Dear Customer, Thank you for contacting us. In order for our resolution center to get in touch with you, we kindly ask you to provide us with your name, surname, and contact information. Best regards, Samsung Electronics Turkey
It became necessary to write again. On 15/08/2025, when Samsung did not call me, I called Samsung. When you connect to customer service, you cannot connect directly to the solution desk; the first person who answers your call needs to connect you to the solution desk. After being connected to the solution desk, only Ms. Emel, who opened my solution file, can handle it; no other representative can solve it. Every representative I spoke to said, 'We have informed Ms. Emel, she will get back to you,' but even though I have called 5-10 times a day since 09/08/2025, I have only been able to speak with Ms. Emel three times in total. Zero solutions. Since I reported the air conditioner as incomplete, they said logistics should check, the warehouse should check, let's confirm it's missing, and these were understood. The price increased, the product was discontinued, I posted a photo now, this is the current price, let me buy it at the same price, give me a discount code worth 1480 TL so I can buy two of the same product, and you can keep my 151,000 TL. As soon as the second product I purchased is fully delivered to me, I said I would return the missing product. When Ms. Emel called and said it would be resolved last Friday, we gave up, but in the meantime, we had already initiated the return. We called to cancel the return, and they said, 'The product is already with you, don't deliver it to those who come.' We said okay, and we did not deliver it. Then Ms. Emel called on Friday and said, 'Since you initiated the return, it can't be done.' Samsung has been a regret, the solutionless desk, and meanwhile, I returned from Trabzon to Istanbul. My family is in Trabzon, and we are waiting for Samsung to solve this issue and deliver the air conditioner so we can call the service and have it installed.
