Incredible Connection- *********** Manager

SAMSUNG ACTIVE SPORTS WATCH: • I bought the Watch on 12 February 2020 at your store, as a Valentine’s gift for my wife. • Around May, there started to be some challenges with the watch not wanting to charge properly. • Eventually the watch stopped charging all together but, obviously due to COVID19 and Lockdowns etc., we only brought the watch in to the technical service desk in your store in November 2020. Tauhier Daniels was the technician we spoke to. • We received the watch back on about the 10th of December 2020 and we were told that the charging mechanism? Was replaced. • The watch worked up until my wife swam with the watch, at which point it stopped working and when we tried to charge it, it had some water coming out of the back of the watch. • The watch is able to go to 50M under water, but my pool is only 1,8m deep. • We brought the watch back on the 7th of January to Tauhier Daniels at the Technical service counter and we were told that we would be called and informed about the progress of whether the watch would be sent to Sandton again or whether it would be credited or even replaced if they had stock available in the country of that model. • Tauhier Daniels told us that there was someone in the store that day who knows someone at the service department in Sandton, and that they would call them and let us know the outcome as soon as possible (we assumed it would be quite quick, as we were not told that it would take a long time to get feedback or that the service department was not actually open yet for 2021). We were not led to believe that there would be any extended delays in us finding out what the outcome would be regarding this watch. • Today is the 15th of January – we have not heard anything for 8 days, hence me wanting to get some feedback as I do not want the warranty of this watch to run out, and then possibly be told that there is nothing that can be done about this watch. • Either way, all I want is a working watch for my wife as it is a lot of money to pay for something that does not last or work at all. Just as a side note, I just wanted to mention again that I had to call 6 times to try and get hold of someone at your store, the phone just rings all the time until it rings off with no answer. I have attached a screen shot from my phone which shows this, as well as my wife’s phone who called a couple times too this morning and it is the same challenge we had in December. I thought that we should let you know about this ongoing challenge as I would want someone to tell me if it was my business. Being in the Service industry myself, I understand how things can go wrong sometimes, but I appreciate you taking your time to assist me with this challenge. THIS LETTER ABOVE WAS SENT 1 MONTH AGO AND WE ARE NONE THE WISER!!!! WHERE IT IS? OR WHO HAS IT? WHEN WILL THIS GET SORTED OUT?? SAMSUNG I WANT FEEDBACK ASAP AS INCREDIBLE CONNECTION WATERFRONT SAY IT IS OUT OF THEIR HANDS- says Manager Tim Dawsen HOW DOES IT TAKE AVER 2 MONTHS AND NO RESPONSE FROM ANYONE!!!!!!! never WILL WE EVER USE EITHER SAMSUNG OR INCREDIBLE CONNECTION!! As for the NOT so Incredible Connection?????Can you explain why your manager never follows through......?????????