Terrible and questionable service at Game, N1 City (Customer Service related to Samsung Phone Repairs)

Hi,

Almost a year ago, I bought a Samsung A03 Core at Game N1 City, for my 11-year-old daughter. About a week ago, my daughter complained that the phone was "glitching". The same day, the phone switched off and was unable to charge - there was no life.

The day after, 20 May 2023, I then returned the phone to the Game Store and requested that Game send the phone to Samsung to have it checked out. The customer care person said that it will be sent to Samsung and that as the screen has a crack in the right-hand corner of the screen, Samsung would first call to inform Game what the cost would be; Game, in return, would then contact me, the client and we would take it from there. Game then allegedly sent the phone to Samsung to be examined. We were informed that it would take about 24 days.

25/26 May, I received a call from the Game customer care person. She informed me that the phone was back from Samsung. I was quite surprised as I was informed it would take longer. When my partner collected the phone, he was just handed the phone. No explanation was given when he arrived at Game. He then took the phone out and asked if she could charge the phone to ensure that it was working. She then unpacked the phone and tried to charge the phone. She noticed it was not charging and then made a call to Vodacare to ask about the status of the job.

The customer care person then called me and informed me that Samsung had not repaired the phone due to the cracked screen. I asked why they did not follow protocol then, as she had explained, to explain what repairs were needed and what it would cost. She was at a loss and said that they just did not call and shifted the blame to Samsung. I then contacted Samsung immediately but then they asked for my technical report reference number. I did not have this and then called Game again.

I spoke to the same woman, who when asked for the technical report, she said it wasn't in the bag, which transported the phone. I asked a few times whether the phone had in fact been sent to Samsung and she assured me that it had been. She asked if she could check for the report again and that she would return my call.

SIX DAYS LATER, I have still not received a call back from her. No technical report from Samsung.

I need this case to be investigated because Samsung informed me that if it was sent to their office, Game would have received a technical report explaining what was repaired, etc.

So, I would like to know whether this process was indeed followed and would like to have a copy of the technical report! Also, if this delay now impacts on the phone's warranty, I expect Game to take full responsibility for this - as they should have addressed this issue earlier and it would have been within the specified timeline.

Side note: My daughter had this phone for NOT even one year! This is ridiculous - paying this money for a phone to last for under a year.

Game N1 City, I need a response.

Ps. I had terrible customer service when buying the phone; even worse, service when returning the phone for repairs at the cellphone counter (at the electronics) and to add to it, now your customer service counter!