SK
Stephen K
1 reviews | Active since Jan 2019
16 Jan 2019, 11:24
Wefix and Samsung South Africa Fail
I cracked my Note 9 display in November, called the Samsung call centre because i had previously had the device fixed at my home (in Cape Town) by Samsung only to be told that the Samsung service centre in Cape Town has closed and has been taken over by wefix, Big mistake,
I have been waiting for my note 9 screen for a month and a half, only to get told that wefix canal walk is waiting for screens from Samsung, I have the PAID SAMSUNG warranty, which is why i buy these phones, lets see how long this lasts...
Could i post my phone to Samsung in Johannesburg and have it sorted out there? Im sure it will be much faster than dealing with this useless company.
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Replies (2)
weFix's replyOfficial
16 Jan 2019, 11:39 Hi Stephen, our apologies for any inconvenience caused. We strive for the best and have ordered your screen. The situation was unfortunately out of our control due to the fact that your device was not booked in by the store, we were unable to allocate the ordered part to your device. In order to guarantee that the parts are ordered for your device, the phone needs to be booked in. We will be in contact with you as soon as your part arrives which has been made a priority.
weFix's reply16 Jan 2019, 11:39
Official
Hi Stephen, our apologies for any inconvenience caused. We strive for the best and have ordered your screen. The situation was unfortunately out of our control due to the fact that your device was not booked in by the store, we were unable to allocate the ordered part to your device. In order to guarantee that the parts are ordered for your device, the phone needs to be booked in. We will be in contact with you as soon as your part arrives which has been made a priority.
SK
Stephen K's updateReviewer Update
18 Jan 2019, 12:34As posted on the 16th January 2018:
That response is honestly hilarious, maybe you should get the facts before you post as imagine if I had left my device there at the end of November, your response would still be the same and I would have been without my device for nearly 2 months. So:
1: I tried many, many times calling your canal walk branch unsuccessfully, when I did get through I was told I needed to come in store and order the part. Which I did, when I arrived I was told I did not need to come in store as the part only need to be ordered. I left my contact details and was told I would be phoned when the part arrived, this was the first week in December.
2: When I followed up, again trying to phone unsuccessfully, I posted on social media on your page when I was told the part was never ordered, this was in the second week of December, again saying the delay was from Samsung so contradicting in saying that.
3: I eventually received a call around the 20th of December from a person in store saying the part was on order.
Forward January 15 2019, a month and a half after this began, I called canal walk, this time successfully and there was no documentation or acknowledgement of my order.
4: I received a call today, 16 January 2019 to mention the the delay is still with Samsung and that there is no definite eta, how is this possible???
The interactions with your company reflect the current state of your company and can only imagine this getting worse. I have posted the same review on Samsung South Africa and await a reply. So take responsibility and withdraw your comment that this situation is out of your control, your company took over from Samsung for repairs in Cape Town, your company is representing them, your company is solely on charge of this and the proceedings.
And again, the fact that the device is covered by a Samsung warranty and now a third party company is letting them down is disgraceful, I have never been to wefix for a repair nor would I ever if I had a choice.
SK
Stephen K's update18 Jan 2019, 12:34
Reviewer Update
As posted on the 16th January 2018:
That response is honestly hilarious, maybe you should get the facts before you post as imagine if I had left my device there at the end of November, your response would still be the same and I would have been without my device for nearly 2 months. So:
1: I tried many, many times calling your canal walk branch unsuccessfully, when I did get through I was told I needed to come in store and order the part. Which I did, when I arrived I was told I did not need to come in store as the part only need to be ordered. I left my contact details and was told I would be phoned when the part arrived, this was the first week in December.
2: When I followed up, again trying to phone unsuccessfully, I posted on social media on your page when I was told the part was never ordered, this was in the second week of December, again saying the delay was from Samsung so contradicting in saying that.
3: I eventually received a call around the 20th of December from a person in store saying the part was on order.
Forward January 15 2019, a month and a half after this began, I called canal walk, this time successfully and there was no documentation or acknowledgement of my order.
4: I received a call today, 16 January 2019 to mention the the delay is still with Samsung and that there is no definite eta, how is this possible???
The interactions with your company reflect the current state of your company and can only imagine this getting worse. I have posted the same review on Samsung South Africa and await a reply. So take responsibility and withdraw your comment that this situation is out of your control, your company took over from Samsung for repairs in Cape Town, your company is representing them, your company is solely on charge of this and the proceedings.
And again, the fact that the device is covered by a Samsung warranty and now a third party company is letting them down is disgraceful, I have never been to wefix for a repair nor would I ever if I had a choice.