ANGRY AND UNHAPPY CUSTOMER

Good day,

Firstly I am really upset about the outcome of my device purchased just under a month ago. On the 12 March 2022 I bought a Samsung Z FLIP 3. 5 days later the device starts heating up in my hand and in my bag whether I'm on a call or not. I booked the device into the Samsung store in Tygervalley for them to test what is wrong with the device. The outcome for this is the device had a Software update! OF WHICH I COULD DO AT HOME MYSELF. The Device was collected at the store 3 days later after writing a report to the store for what I was experiencing. I was still experiencing the same issue. I called the customer service centre and the agent was so helpful and said I should take the device to the service centre. I dropped the phone on the 8 April and today is the 26th April 2022 I still am sitting without my phone. The XXL CELLULAR store (Samsungs service provider) detected the issue after the assessment and repaired it without my consent. MY OUTCOME WAS A NEW DEVICE THAT IS IN WORKING CONDITION. the service centre detected the phone had a HARDWARE PART DEFECT. AND THEY REPLACED THE MOTHERBOARD. I contacted Samsung's customer care and let them know my concerns regarding the situation. I was not happy that a brand new device is being repaired and for something that was an internal defect. I mean what the heck man. The customer service then escalated the matter and the outcome then is that BECAUSE THE DEVICE WAS REPAIRED I CANNOT GET A NEW PHONE. BECAUSE XXL CELLULAR SAMSUNG IN DURBAN ROAD DO NOT RELAY THE MESSAGE THAT I WANTED A NEW DEVICE. HOWEVER THEY DID NOT RELAY THE MESSAGE TO SAMSUNG'S HEAD OFFICE THAT THERE WAS AN ISSUE DETECTED ON THE PHONE. LET ALONE I HAD TO CONTACT THE STORE FOR MY PHONE THEY DID NOT MAKE CONTACT TO EVEN LET ME KNOW THE MOTHERBOARD WAS GOING TO BE REPLACED. So now I must go to the store, collect my device and use something that I am paying R930 for per month that has been repaired, of which I DID NOT DAMAGE AT ALL. THE INTERNAL ISSUES OF THE DEVICE SHOULD BE DEALT WITH THE STORE OR THE SAMSUNG BRAND. ALSO I'M PAYING FOR SOMETHING I DON'T HAVE AND WHEN ITS WITH ME IT KEEPS GIVING ME THE SAME ISSUE OF OVER HEATING WHICH WAS WEEK ONE OF HAVING THE DEVICE.

I WAS IN MOSSEL BAY 3 DAYS AFTER THE PURCHASE DATE AND THATS WHERE THE DEVICE STARTED GIVING ME ISSUES. I CAME HOME AND CALLED THE STORE YES I GET THAT IT WAS ON DAY 8 THAT THE DEVICE WAS TAKEN TO THE STORE. I WAS NOT GOING TO BOOK MY PHONE IN AT THE MOSSEL BAY VODACOM STORE. AND THIS IS WHAT THE STORE MANAGER AT TYGERVALLEY TELLS ME I SHOULD'VE DONE!!!

SO NOW I DO NOT WANT THE DEVICE! I am going to take this matter further! I will not settle for something that one is paying this much of and it's already had repairs done in the first month.

TIMES LINES: Purchased on the 12th March 2022 Sent in for Assessment on the 1 April 2022 JOB NO. ***1 VODACOM STORE TYGERVALLEY BOOKED IN for another Assessment on the 8 April 2022 XXL CELLULAR

ITS THE 26 APRIL 2022 ALMOST AN ENTIRE MONTH THAT MY PHONE IS IN FOR REPAIRS NOW AND IM TOLD THE PHONE HAS HARDWARE DEFECT!!!!! I MEAN IS THIS EVEN A DAMN JOKE!!!!

(XXL CELLULAR SAMSUNG SERVICE PROVIDER) THAT SAMSUNG SENT ME TO THEN SAMSUNG EVALUATES THE MATTER AND SAYS AFTER THE PHONE BEING REPAIRED WE CANT ASSIST YOU BECAUSE THE PHONES CASE IS RESOLVED!!! WHAT ON EARTH!!! YOU KNEW IF THERE WAS AN ISSUE THEY WOULD REPAIR THE DEVICE NOW YOU TELL ME BECAUSE THE DEVICE IS REPAIRED AFTER 10 DAYS OF PURCHASE THE PHONE CANT BE REPLACED. MY PHONE IS BASICALLY SECOND HAND NOW. I DON'T WANT THE DEVICE. I WILL TAKE THIS MATTER UP WITH SAMSUNG!!! i'VE BEEN LOYAL TO THIS BRAND FROM DAY ONE AND NOW MY CONTRACT PHONE OF R930 IS A SECOND HAND DEVICE!!!! I AM GOING TO TAKE THIS FURTHER MYSELF!!!! SEEING THAT I AM NOT BEING TAKEN SERIOUS AT ALL. I WANT A NEW DEVICE THAT'S ALL!!! I WILL NOT PAY FOR A DEVICE THAT GIVES ME ISSUES.

I WILL MAKE USE OF ALL THE PLATFORMS AND TAKE THIS UP WITH SAMSUNG. I WOULD LIKE A NEW DEVICE THAT DOES NOT GIVE ME ISSUES!

ANGRY AND UNHAPPY CUSTOMER

TARRYN