Expected better Customer Care?

<p>Samsung and CellC - Shocking lack of assistance - atrocious and greedy corporate beasts with no ethics, nor customer focus!</p> <p>Samsung ran a promotion between 11-20 March 2016 where a Gear VR was on offer when a Samsung Galaxy S7 Edge (and other models) were purchased. Either in cash or on contract. I took a contarct with CellC on 14 March 2016 with the destinct intention of receiving the Gear VR. This was very clearly communicated with the CellC branch at Brooklyn Mall. After trying to sort this out with all concerned I am fed-up. The reason for this review. This was my last two communications with Samsung:</p> <p>1.</p> <p>URGENT</p> <p>Good day Samsung </p> <p>Your response in this matter is COMPLETELY UNACCEPTABLE!! </p> <p>Your Terms and Conditions state: </p> <p>4. How to qualify for the Promotion: </p> <p>4.1 the participant must: </p> <p> a. Have purchased a Samsung Galaxy S7 or Samsung Galaxy S7 Edge in South Africa for either cash or on contract. </p> <p> b. Device must been purchased between 11 March 2016 and 20 March 2016. </p> <p> c. Have downloaded the Samsung Rewards application from the Google Play Store on a Samsung Galaxy S7 or Samsung Galaxy S7 Edge and be a registered subscriber of the Samsung Rewards service managed by the Organizer. </p> <p> d. Have redeemed the VR through the Samsung Rewards application between 11 March 2016 and 20 March 2016. </p> <p>I qualify for a GEAR VR! </p> <p>My Samsung Galaxy S7 Edge was purchased on contract from the CellC store in the Brooklyn Mall within the time-frame mentioned above (you have already been supp**** with proof of purchase).</p> <p>Point c. and d. above was not adhered to as I was NEVER informed of how to proceed claiming the GEAR VR. How am I supposed to know about an App and redemption if I am not given the information? No pamphlet, website address, App information, or Terms and Conditions were supp**** to me at any time? </p> <p>The whole purpose of me getting the Samsung Galaxy S7 Edge was in order to get the GEAR VR! So why would I not claim? I tell you why - because I was never told on how to do it. The phone was not ready for pick-up at the Store at arranged time, and it was delivered to my house, after hours, by the manager of the store, Cale. </p> <p>I assumed (my mistake, but with the lack of any other information) that there is a process in place for CellC to let Samsung know about the purchase and that I will be contacted for delivery arrangements. I received no calls, sms's or emails, and after a few weeks of hearing nothing, went back to the CellC store in Brooklyn to inquire. That is when this process was started by me - after I had to go back-and-from Brooklyn and the Samsung store in Menlyn Centre (I was told to go there by CellC). </p> <p>It is not like I am trying to ***** a GEAR VR from Samsung, or anyone for that matter, I just want delivered to me what I qualify for under your promotion! Does the customer now have to suffer? </p> <p>I want to escalate this matter ASAP.</p> <p> </p> <p>2.</p> <p>Dear Samsung Social Team </p> <p>I am not sure why I am not getting your direct email address and/or contact person. Are you hiding? </p> <p>I think there must be a mistake? I am NOT asking for your assistance, I am asking WHEN I can pick up my GEAR VR? </p> <p>I am the client! I do not work for CellC or Samsung. So, if either of you stuff up (I can think of a much stronger way to put this), why should I, the customer, suffer? I have been very patient with both CellC and Samsung regarding this issue (I have explained my position clearly in an earlier email), but I am getting very frustrated. HOW CAN THE CUSTOMER BE EXPECTED TO KNOW YOUR PROMOTIONAL PROCESS IF IT IS NOT EXPLAINED TO HIM/HER?? I am in Marketing and Customer Care myself……. </p> <p>Most of the appliances in my house are Samsung. ALL my previous mobile devices are Samsung (top of the range products), with top-end contracts. I have gone through S3, S4, S5, S6 and S7 Edge (current). I also have two Samsung Notepads in my household. This is from your own Samsung Field Manager, Thabo Mothoa: “He is one of our loyal client and I’m confident when due for upgrade he will be getting another Samsung device as he owns all the S- range on VIP package” </p> <p>In your email below you very clearly state that your T’s&C’s explained the promotion and redemption dates, and that the stores had all this information. THIS MIGHT BE TRUE, BUT THIS IS NOT THE ISSUE??????? </p> <p>Surely the store needs to inform (at least) the customer of the process of redemption? Or give me a pamphlet explaining it? THIS WAS NEVER DONE?????!@!!!!!!! When one buys a Samsung product for the purpose of qualifying for the promotion, surely this is crucial information that must be given to the customer? I didn’t have access, nor were I given, your Terms and Conditions, not any explanation, or any documentation, although I was quite clear (from the start) of my intentions in claiming the GEAR VR.</p> <p>I am awaiting your response.......</p>