This is no longer acceptable!

In June 2019, I took out cover for my Samsung Galaxy S10 which was bought in Dubai.

I paid the upfront amount for the insurance for my phone. At no point was I informed before the inquiry and after confirmation of cover that I would not be covered by Samsung Mobile Care for my phone being bought overseas.

In October 2020 I took my phone that had screen damage into WeFix, still within the insured period with Samsung.

I received a quote of R1 000. I accepted the quote and then received another quote with the amount of R4399 to inform me that I, unfortunately, do not have cover. I then called emailed Samsung very confused and they stated that I do not have cover.

The matter had been escalated for me. I received feedback that Samsung has done everything that they can, and can refund me the insurance amount paid for cover.

This is UNACCEPTABLE!

I am not prepared to pay an additional R3399 plus their refund of R1000 to fix my screen as I could have taken cover out with many other companies, so this is not my fault but an error on Samsung's behalf as this should never have occurred if my insurance was declined in 2019.

What ********** behavior is this? There is no way I can get cover now. Samsung should have said from the outset that I cannot get cover. I have been a Samsung customer for many years. but I am utterly disgusted by the attitude, response, and lack of accountability from Samsung.

This is *********!

How can you ensure someone's belongings and just take the easy way out when you/Samsung made the error?

I had many options to cover my mobile but went with Samsung.

I want my phone fixed as per our contract.

It has been a month!!!! I keep calling with the same response, that they have escalated the issue. I was promised a call back from the manager today and they never called me back.

This is utterly disgusting as up to now I have only been understanding and calm about the situation.

My phone has now been with repairs for a month and this is no longer acceptable.