If you opted not to cancel your Galaxy Fold pre-order, despite the delays and problems with the foldable phone’s hardware, we have bad news: Samsung is canceling all remaining pre-orders placed via its website.
Samsung sent emails to affected customers on Thursday. “We are taking the time to rethink the entire customer experience—from purchase to unboxing, to post-purchase service—so in the meantime, we have regrettably, decided to cancel your existing pre-order,” reads the message, according to users on Twitter.
The pre-order button on the official Galaxy Fold website also no longer works.
On the plus side, Samsung is offering a $ 250 store credit to affected customers for their trouble, a company representative told PCMag. The credit applies to products sold on Samsung.com and will be doled out via a promo code sent to customers.
Samsung’s decision seems odd, especially since the company is slated to finally launch the product in the US in the coming weeks. At the IFA trade show in Berlin, Samsung has been letting journalists check out the revamped Galaxy Fold, which has been tweaked to make it sturdier than before.
Pre-orders placed through AT&T and Best Buy have already been cancelled; T-Mobile dropped plans to offer the Galaxy Fold altogether. In May, Samsung also contacted customers who pre-ordered the Galaxy Fold asking them to re-confirm that they did indeed still want the phone, which is required under US regulations that say customers must be informed if their pre-order is in any doubt. Those who failed to re-confirm by May 31 had their orders cancelled.
So far, Samsung hasn’t fully explained why it canceled pre-orders for the $ 1,980 device. But those who try again when the phone goes on sale will get access to an exclusive customer support line called the “Galaxy Fold Premier Service,” which Samsung announced on Wednesday.
“We’re introducing the new Galaxy Fold Premier Service to give you direct access to Samsung experts who can provide you tailored guidance and support over the phone any time, any day,” the company said. “This includes an optional one-on-one onboarding session to walk you through every innovation packed into the Galaxy Fold and demonstrate how best to navigate this revolutionary device.”
The Premier Service will be included with the Galaxy Fold’s price, Samsung told The Verge.