7 weeks and still without my Samsung Gear Fit 2 watch - Samsung Smart Care Century City

Seven weeks and still no watch.

I sent my Samsung gear fit 2 watch, which I purchased just over a year ago, to the Samsung Smart Care Centre in Cape Town on the 22nd of November 2018 due to it being stuck in a boot loop. NB: The watch was sold to me by Samsung Canal Walk with a 24 month warranty as per the sale invoice.

I finally received it back on the 11th of December 2017 but, the very next morning after wanting to go for a run with the watch, it kept rebooting with the very same problem. The watch was sent back that very same morning (12th December 2017). Thinking that, surely a repeat problem such as this is a repair that should receive priority because the repair wasn’t complete in the first place.

While waiting on the repair of my watch, I have had to make endless phone calls totalling ±4 hours waiting for an operator to assist with feedback on the progress of my repair. (After an automated message saying they are experiencing large call volumes, most of the calls are answered after 5 minutes but is immediately ended by someone at the smart care centre side). When you eventually do get through, calls get disconnected shortly after waiting on feedback. Good luck trying to call back immediately to continue the conversation.

I’m in the position where I cannot wait on the phone, wait for an email response, or wait in line at the actual Samsung Smart care centre just to get a “we have been very busy and we hope you understand” or “we will get back to you when the watch is ready”, (I do not understand how you can hide behind a statement like this? And how much longer than 7 weeks do I have to wait?) Who can I complain to at Samsung about the lack of or none existent customer service?

This is the third time that the watch has been in for repairs and with each time I get through to an employee, at the smart care centre, I get promised that they will phone me with any news of the status of the repair. But guess what, after several empty promises later, I have NEVER received ANY phone call from Samsung to date.

I would have received a new watch, because it has been the third time it was in for repairs, but thanks to the employee that accepted my watch and booking it in on the previous repair number, it now cannot be deemed as a “third repair”

I am still watch-less and waiting on concrete information regarding the status of my repair. All I ask for is honest information and transparency with regards to my watch.

I am disgusted with the customer service that Unitronics is offering, and for Samsung, who are one of the world leaders in electronics, to associate itself with them is a disgrace.

I purchased the watch for R3500 and I "USE" to use my watch religiously because I clock about ±8 hours of training a week on the road and at gym and this repair has affected my logs. I was intending to purchase the new Gear Fit watch but based on the after sales service, I am second guessing my decision.

Please have a look at the efficiency of the after sales operations, surely you are bleeding customers.

Thanks