NBC 5 Responds After Man's New Smartphone is Lost Via Shipping - NBC 5 Dallas-Fort Worth

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NBC 5 Responds After Man's New Smartphone is Lost Via Shipping

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    NBC 5 Responds After Man's New Smartphone Lost Via Shipping

    Learn what you should know if you're getting the runaround with a lost shipment. (Published Thursday, Aug. 16, 2018)

    Many of us are shopping online these days and sometimes eagerly waiting for our delivery to show up.

    John Diamond got a great deal on a Galaxy S9+.

    He ordered it in April, but by the end of May it hadn’t come, apparently it was lost during shipment.

    John says he called Samsung and they kept saying they were reviewing his case and apologizing but still no word on the phone.

    NBC 5 Responds reached out and Problem Solved.

    Samsung refunded his money and matched the sales price he paid for the phone if he chose to buy again.

    Samsung told NBC 5, "We regret the experience that Mr. Diamond had with his delivery and we have followed up with him to resolve the matter to his satisfaction. We aspire to have best-in-class service for all Samsung customers."

    In this instance the company was trying to figure out where the phone went and was going back and forth with the shipper.

    It meant two levels of digging and waiting which stretched out this problem.

    If you have a lost shipment talk to both the person who sold you the product and the shipping company who may have lost it.

    Sometimes you have to help connect the two companies to get a resolution quickly.

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