Samsung lost my phone

We initially took the phone to Samsung (mall of Africa) as the battery wouldn’t charge. The technician (Washington) assessed the issue and told us the battery needs to be replaced. We collected the phone on 26 October 2018 (after battery has been replaced) and noted the phone still didn’t charge.

It’s an old phone and would have been cheaper to take it to I-fix or another reputable store but we were prepared to pay a slightly higher price cause I wanted assurance that the phone would be fixed properly. We were highly frustrated with the fact the phone was returned to us without being tested. The store manager (Lionel) intervened and advised it MAY be issue with software. The software was then upgraded. The store then advised the charging port needs to replaced and the part will take a day or two as it needs to be ordered. We agreed for this to be replaced.

On Friday, 2 November, we were told the motherboard needs to replaced. We asked them not to fix it as it’s been a back and forth and seems the store is unable to diagnose the problem. We decided we would rather put a claim for the repairs with our insurer as it seems the store was unable to fix my phone.

On Sunday, 4 November, I went to collect the phone. Both the technician and the manager weren’t at work and was asked to come back on Monday as the gentleman on duty was unable to find my phone. My husband called the store around 5PM and spoke to the manager informing them I would be fetching the phone.

I arrived at the store approximately an hour later. I was then informed that a lady collected my phone approximately two days ago. Apparently the lady’s name is Veronica and she related the story and they gave her my phone.

To be honest, was highly disappointed by the level of professionalism provided by the technician and the attitude towards us. Secondly, the level of controls (or lack thereof) is SHOCKING. It seems the store has been careless with the handling of my phone. My phone was booked in and we received slip for the job. It doesn’t make sense how the store would then give a phone to another person without presenting support. The technician couldn’t even tell me when exactly the phone was collected and kept saying “about two days ago…it’s not that long ago”.

I then went to the store on Tuesday, 6 November to go view footage. Footage confirmed the phone was taken on Friday around lunch. The manager on duty kept making remarks suggesting there may be martial affairs as this "Veronica" lady apparently knew the about the issues with the phone and mentioned my husband's name. Still don't make sense how a phone would be issued without any support (no receipt or ID). The number provided by the lady doesn't seem to work either as the store has been trying to call her.

So apparently the regional office has advised that a police report needs to be filed. We were told back to come back on Thursday or Friday so the police can be called to open a case. I questioned why we waiting that long as we need to open the case within 48 hours. The manager response was that I was already late for the 48 hours as the phone was collected on Friday and it was confirmed on Monday when I went to the store that the phone was ******.

We will wait and see what happens after we open police case.