Samsung’s Appliance + Free AC Deal Caused Customer Frustration

We recently purchased 4 Samsung home appliances from a physical store in Turkey as part of the “Buy 4 White Goods, Get a Free Air Conditioner” campaign. While we expected a smooth and transparent process as advertised, our experience fell significantly short of expectations. 1. Pricing Transparency: There is a notable discrepancy between in-store and online prices. This raises concerns that the cost of the "free" product might have already been factored into the pricing of other items, undermining the credibility of the campaign. 2. Complicated Redemption Process: Claiming the promotional air conditioner requires multiple steps through the Samsung mobile application—such as product delivery, installation confirmation, and barcode verification. These steps are not required for online purchases. A store representative explained that this procedure was implemented by Samsung HQ to prevent abuse by resellers. Regardless, it reflects a system-centered, not customer-centered, approach. 3. Uncertain Delivery Timeline: Most critically, the promised gift item is subject to a vague approval process and may take up to 60 days to be delivered—even though the primary purchase has already been paid in full. This defies the fundamental principle of “instant gratification” and leaves the customer in limbo. Expedite the approval process for the promotional product.  Provide a clear and committed delivery date.  Simplify and clarify the overall campaign procedures for customers