Samsung S20 Ultra Screen Repair

Where to begin...

Terrible customer service to date would be an understatement to say the least, so here goes.

My Samsung S20 ultra, job # CWSA319867, was booked in at WeFix, Canal walk on 11 November 2022. The screen needed replacement and I was advised that parts would have to be ordered from the agent, Samsung.

I received e-mail/sms updates for the first week after book in, thereafter I needed to start asking for updates since none were given anymore. I have to say it is almost impossible getting the store on the phone or even reply to e-mails as they simply just dont! Around the 22 December, I got an e-mail saying a 70% deposit is required for the repair now which is already a change in the original quote accepted on the 11th.

I just decided to collect the phone rather as I was in cape town on the 24 December where I was informed that the screen arrived and that they now only waiting on the back cover. I decided to just pay the deposit since 2 months had now already past and because I need the phone back.

The deposit was now paid and again, dead silence. I proceeding with a mail on the 29 December stating that I will be collecting the phone the next day, the 30th as I will be in Cape Town again. no response and also cannot get through to the number. I ended up in the store on the 30th stating that I am not leaving with my phone and waited in the mall for it to be finished. the screen replacement took about 1.5hours. When I got to the car the simcard holder was missing so I had to go back in to get it. this after they failed to call me the phone was done and they knew I was waiting in the mall for it.

The phone started to black out again intermittently around the 04 Jan 2022 which was after about a week later and was completely blacked out again soon thereafter. So drove to Cape Town again on the 16 Jan, which is a 280km return trip for me by the way, and booked in the phone again. I told the consultant that I will be in Cape Town again on the 19 Jan to collect.

The 19th came and I went to the store again and nothing had been done yet and also, no communication since book in. I was now told that the problem is not the screen and that they require some documents from me to push for a warranty claim.

I forwarded the documents on the 26 Jan and received response back that all docs was send to Samsung and that we will now have to wait on them. I followed up again on 02 Feb and after no response, again on 07 Feb with no response.

At this point I don't even know what other avenue to explore anymore dealing with this store is such an exhausting, frustrating and expensive exercise. I hope this complaint reaches the right person's eyes and ears and something be done about it so that I can just get my phone back, please!