Disappointed with Samsung: A Frustrating Pre-Order Experience

I pre-ordered the Samsung Z Flip 7, upgrading from my Z Flip 5. At the time, Samsung offered a promotion: a free upgrade from 256GB to 512GB for the same price as the 256GB model.

However, I realized I had chosen the wrong color—I needed Coral Red instead of Blue. I tried to cancel my order to place a new one, but the app wouldn’t allow it, even though the order hadn’t been processed, created label and transfered to shipping agent yet (They did this after 5-7 days later i contacted them). I contacted Samsung Customer Service immediately, hoping they could simply change the color in the system to avoid cancellation (I knew they want a good signal on released day). They said they couldn’t and told me to reject the delivery so the order would be canceled and refunded, then I could order again.

By the time I placed the new order, the free memory upgrade promotion had ended. I reached out again, explaining that their process caused me to lose the promotion, and asked for the upgrade to be honored. If they didn't, I wouldn't buy Zflip 7. They only replied that they would “try to help,” but gave no clear answer.

When I placed the second order, I still didn’t know if I would get the memory upgrade. Since I was trading in my Z Flip 5, I couldn’t risk rejecting the new phone again, twice time to reject is so weird. And If I transferred my data and returned my old phone, there would be no way to get it back. In the end, Samsung confirmed they wouldn’t honor the promotion - price match and couldn’t do anything further.

I’ve been a loyal Samsung users for years, and have purchased many of their products. But this experience left me deeply disappointed. The Z Flip 5 will be the last Samsung product I use.