Samsung ADH Premium Samsung Galaxy S7 Edge

Item: MTN South Africa
Rating: 1
Author: Maahier J

I would like to cancel my contract with you guys due to a faulty samsung device, I am not going to pay a monthly fee for a device that samsung has broken, as they do not want to reinstate the warranty, I will cancel my contract and move to a different provider, you are welcome to have the device back and deal with samsung yourselves. ***Sharing my experience with Samsung SA**** By writing my initial review(POSTED BELOW), I was shocked that within a few hours I received a response from Samsung, I was even more shocked when they responded with the following: "Dear Maahier Jattiem, As discussed, arrangements have been confirmed with you to deliver your repaired device and collect the loan (if applicable) Please note that no delivery will take place unless the loan device is collected. Kind regards, KayleighProbert, Please do not reply to this email as it is automatically generated" It states that my device would be sent back REPAIRED, regardless if this was autogenerated, it was provided by samsung. Once again, I am shocked as the device does not charge, does not switch on, it's basically a paperweight. If this is some kind of sick joke because you WANT me to pay to replace the motherboard that your technicians broke, before the warranty can be reinstated. Such a huge company and yet so greedy. I am honestly sick and tired of dealing with this, I waited since the 20th of February for this end result. How can you guys not be disgusted by this. I found that I am not the only customer to have experience such a horrible experience, it seems as though you guys are not affected. "Hello, I have an extremely negative consumer experience by Samsung and their ADH scheme. Summary: I had a hairline crack across the screen of my 3 month old S7 EDGE (Purchased at MTN Ottery Hyper, Cape Town on the 4th of January) , the crack occurred from falling out my trouser pocket at a seated positing at my work station.(Whilst in a cover) I was annoyed by the crack and decided to send it into Samsung ADH to claim the 1x free screen repair - I was then advised that the phone required a new motherboard which they quoted R4,694.26 to replace, they refused to fix the screen without replacing the motherboard first and therefore voided my warranty, I was advised that my warranty will be reinstated once the parts have been replaced at my expense. as per the quoted email thread inserted below for your convenience: "Good Morning Maahier Jattiem, Your device is at a Samsung repair center. The reason for the quote is due to your Samsung warranty being void. As advised below, ADH will cover the screen however additional parts that are found to be faulty will be quoted for, the device might have been working before however the impact that the crack made might have been severe and the device might give problems in the long run. The repair centre cannot repair one part and leave the other, the unit must be repaired back to manufacture standards Once the quote is paid and device repaired, your Samsung warranty will be re-instated. Kind regards Linda Machaieie" This has been going on back and forth for the last month on 3 other email threads, I requested that they send the device back as I have had enough them hassling me for the quote, I emphasized on the fact that in the above email, Linda specifies that the crack "MIGHT" have been severe and that it "MIGHT" give problems in the future. I then received this response today: "Good Day Trust you are well, Please note due to the rejection of the quote your handset will be send back unrepaired as Samsung does not do half repairs. Kind regards, Cherylize Francis N.B.: Should your device need to be repaired, kindly ensure you book your device into the relevant Accredited Service Centre before your Samsung ADH Warranty period expires. Take note that should your device not be booked in within 30 days of your first contact with Samsung ADH your Samsung ADH Warranty might not be honoured. Call Centre: *** Ticket ID: 248287 Subject: Collection date. [MERGED] Priority: Medium Status: Answered " I am confident that they damaged the unit whilst at the repair center. I initially sent them the following email, which covers the details: "Hello, I have a concern regarding my ADH claim, I have submitted my claim in February, I waited 3 weeks as advised due to the waiting period, I then waited on the agreed upon day which in turn was unsuccessful as they (support) forgot to allocate a loan device, I then waited another week for the collection. The loan device I received was in appalling condition, I have attached photo's of the device I received, please note that the screen cracks has gotten significantly worst, I have called your support center on 3 separate occasions to address this issue and still await feedback emails, hence this current email. On your website it states, "Smart Swap provides the device owner with a loan device of a similar premium quality Galaxy device to use whilst waiting for the repair to be completed. The loan unit will be delivered as part of the Smart Pick-Up offering." Have a look at this loan device and determine is I am being unnecessary, especially when you guys made me sign for the device binding me to pay 100% of the fee to fix it, then how can you send a broken knocked up device and expect this? Ridiculous honestly! Secondly, my S7Edge that was collected, works perfectly fine, however I claimed due to a hairline crack across the screen which annoyed me. However, I receive a quote for R4,694.26. To my astonishment I called your support center for the third time and queried this, I was advised that the motherboard needs to be replaced, when it was working perfectly fine before I sent it in, as the device is 3 months old, either it was damaged by your technicians or I was sold a faulty device. I have been advised that my warranty has been voided due to the cracked screen and that it can only be replaced if I pay to replace the motherboard, and only then will my warranty be reinstated. I am genuinely unhappy with this situation as not once has this reduced my effort as a customer and most certainly has not earned my trust, to be honest I have been using Samsung devices for the past 8 years and it is shameful to be brought down by such horrible customer support. Another mail sent to them: This has been the worst customer experience I have ever had to endure, I am genuinely appalled by this and I feel it necessary to share this with the rest of the SamsungSA community to ensure other consumers to prepare themselves. This will be the last time I ever purchase a Samsung manufactured device. Your added benefits are more of a headache than anything else as the customer service support behind it is insufficient and ineffective, I've had to run after you guys to get any form of updates, you are literally the only human being who has responded to me for the last 3 weeks. I was brand loyal to Samsung devices for the last 8 years, every single debate and on every digital platform I advocated, but this is enough to make anyone move to Apple. You guys probably don't care about losing one customer, but keep up this great work until you lose the market in SA, there are many other brands to defect to, loyalty is becoming noticeably less of a factor when consumers experience customer service like this. Its clear how Apple is dominating the US and Sony in the UK, China and India are emerging with their very own to compete. You probably have no idea what to respond to this mail, or don't even care, regardless it is now expected, absolutely no customer obsession and not once have you guys reduced customer effort. If its worth anything, my ticket number is #38112 My ADH Reference number is SDSC ********** 58 SM-G935FZBAXFA/ ********** ********** 5/ Samsung Query ********** 207 Regards, Maahier I have gone on social media, I have gone through the DTI and emailed the NCC for CPA and now on Hello Peter as well."

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