PATHETIC CUSTOMER SERVICE

<p>Hi, i took a contract with MTN in January 2016 for a Samsung note5, for which i am currently paying R610.00 a month. on the 22nd April 2016 i was in the mall on my cell phone and i was bumped, my phone fell and my lcd cracked so i had to send it in to be repaired. i booked it in at samsung pavillion on the 23rd April 2016. the phone was checked, there were no scratches and dents and no accessories noted when booked in. i was told it will take approximately 1 week to be repaired and i will be contacted. after recieving NO feedback by the next Friday, i called in and was advised that it was not ready and i should receive it by Tuesday. After receiving NO feedback again, i called in on Thursday and was advised that my phone was ready for pick up. i went into Samsung to pick up my phone on the 5th May 2016, only to notice that there are dents on my phone and my Spen was not in my phone. After querying it i was asked to look at the report sheet which states that there were scratches and dents and that the only accessory was my sim tray.After refusing to accept my phone like that, Stanley at the Samsung counter contacted a lady by the name of Kershnie to assist me, he asked her to call back</p> <p>3 times as there is a customer with him and she did not so he called back again and again. after roughly 45mins, i was told that the Tech working on the phone told her that i did not send in my Spen with my phone and that there were scratches and dents and that the sim tray was an accessory. which completely contradicts what Stanley had originally noted on the book in sheet. i did not take my phone away with me as i want it returned to me without the dents and with my pen. another week went by now and still no one has contacted me. when i called Stanley he advised that head office supposed to contact me because they are not repairing the dents or giving me my Spen back, i asked for a number for a senior and i was given Devans number. i spoke to Devan on Wednesday and he promised to get it sorted for me ASAP. up until now, i am unable to get a hold of him again. as a customer , i feel completely disgusted at the way in which this is being handled. its going on 3 weeks that i am without a phone and people are treating me as if i am trying to **** Samsung!! can someone explain to me what exactly i would do with 2 Spens?? all i want is to have my phone back, with my Spen!! i dont even care about the dents anymore as that is how tired i am of this. the inconvenince of following up and not having a phone is of no interest to anyone at Samsung and that is most disappointing. 2 WEEKS LATER: i must tell you that i am now beyond frustrated!!! i have spoken to Devan again last week and he advised that head office was supposed to call me to tell me that he ordered a new pen for me and i can fetch my phone on Monday. i have been trying Devans cell and the land line at the Pav Samsung desk since yesterday morning and no one has answered. i am still trying and have NO ANSWER!!! it is now over a month that i do not have a phone!! a phone that i am paying R610 per month for!!! what else must i do to get this resolved??? i have truly reached my limit! i haven't even received a response from you as yet! ITS GOING TO BE 5 WEEKS ON SA****AY!!and now i am unable to contact anyone!! no one answers the samsung number, no one answers the mtn store number!!!</p>