Appalling customer service

<p>After my Samsang Galaxy K Zoom screen cracked from being accidentally dropped, my husband helped me find out that my phone was covered by ADH. On 18 July 2016 I took my phone to 14th Avenue Samsung branch for repairs. I took all the information I had about my phone including the POP.<br /><br />When I was booking in my phone, I found out that the only invoice I had regarding the purchase of my phone from Samsung Rosebank was missing the IMEI number. The phone was booked in and I was told it should be fine.<br /><br />I waited for several days and received an invoice for my phone repairs stating that my phone is "out of warranty" due to no IMEI number. My husband phoned Samsung 14th Avenue adn explained the situation that Samsung Rosebank did not provide the IMEI number on the invoice. We were told we could expect a call.<br /><br />Yesterday, I received a call from an employee at Samsung 14th Avenue informing me that I must contact Samsung Rosebank for the IMEI number as ADH will not approve my phone warranty without it. I also received an email from Samsung HQ in Bryanston stating that I must arrange the IMEI number.<br /><br />To say that I was livid would be an understatment. It is shocking customer service on Samsung's side to expect me, a customer, to phone their branches for an IMEI number that Samsung Rosebank staff did not provide on my tax invoice upon purchasing my phone. I am appalled at constantly being told I can expect a phone call from management to assist but receive no communication. <br /><br />It is disgusting that I am being told to do Samsung Employee responsibilities. As a company, it is Samsung's responsibility to train their staff properly to ensure all tax invoices have the IMEI number of each Samsung mobil device. It is Samsung responsibility to contact Samsung stores for any IMEI number missing on a POP in order to provide customers with speedy repairs and top quality service.<br /><br />My experience has been so bad that I am reluctant to purchase any more Samsung devices. <br /><br />Below is the email correspondence between myself and the person at Samsung HQ in Bryanstan.</p> <p> <br /> <br />Conversation opened. 4 messages. All messages read.<br /> <br /> </p> <p>Skip to content<br />Using Selieba Mail with screen readers</p> <p> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br />3 of 1,492<br /> <br /> <br /> <br /> <br /> <br /> <br />Fwd: Sean Bumaan_ ********** 850<br /> <br /> <br /> <br /> <br /> <br />Sean Baumann<br />Jul 26 (3 days ago) <br /> <br /> <br />to me <br /> <br /> <br /> <br /> <br /> <br /> <br />---------- Forwarded message ----------<br />From: khanyi Gumede ********** />Date: Thu, Jul 14, 2016 at 2:54 PM<br />Subject: Sean Bumaan_ ********** 850<br />To: ********** <p><br /> </p> <p> </p> <p>ADH Core Qualifies for 1 screen damage repair only. 24 Months.</p> <p> </p> <p> </p> <p> </p> <p> </p> <p>Regards</p> <p>Khanyi Gumede</p> <p>VOC- Senior Customer Service Executive</p> <p>0 ********** </p> <p> </p> <p> </p> <p> </p> <p><br /> <br /> <br /> <br /> <br /> <br /> <br />Ailie Baumann ********** />Jul 26 (3 days ago) <br /> <br /> <br />to khanyi.g, Sean <br /> <br /> <br /> <br /> <br /> <br /> <br />Hi Khanyi</p> <p><br />Thank you for the below email saying that my Samsung cell phone is covered by ADH. I'm still having trouble getting your Samsung branch in 14th Avenue to repair my phone.</p> <p><br />I took it in last week with all the documentation I had. The POP that I received from the Samsung Store when I bought my phone did not include the IMEI number. As a customer, this should not be a problem since I would expect Samsung Stores nationwide to know what numbers need to be printed on tax invoices should any Samsung device need repairs.</p> <p><br />I have been given an invoice stating that my cell phone is out of warranty even though I showed the assistant at 14th Avenue Samsung all my documentation including your email below. </p> <p><br />When I contacted them this morning for an update on my phone's repairs, I was told that it is not covered by ADH and that they will get the person handling the warranties to contact me back. I am still waiting.</p> <p><br />Please can you assist me with this. The job number is ********** 526.</p> <p><br />Warm regards <br /> <br /> <br /> <br /> <br />khanyi Gumede<br />Jul 28 (1 day ago) <br /> <br /> <br />to me, Sean <br /> <br /> <br /> <br /> <br /> <br /> <br />Good morning, Mr Baumann</p> <p> </p> <p>I do apologies for the inconvenience.</p> <p> </p> <p>Please request for the POP that has the imei/serial from the store, the ADH requires that, ADH is an insurance, i wont be able to authorize the pop.</p> <p>I do apologize.</p> <p> </p> <p>------- Original Message -------</p> <p>Sender : Ailie ********** <p>Date : Jul 26, 2016 12:10 (GMT+01:00)</p> <p>Title : Fwd: Sean Bumaan_ ********** 850</p> <p> <br /> <br /> <br /> <br /> <br /> <br /> <br />Ailie Baumann ********** />1:47 PM (22 hours ago) <br /> <br /> <br />to khanyi.g, sean <br /> <br /> <br /> <br /> <br /> <br /> <br />Good afternoon Mr Gumede</p> <p> </p> <p>Thank you for your reply. I must say that I am honestly disappointed with the way Samsung has been handling the repairs to my phone.</p> <p> </p> <p>As a customer, I have bought a device from Samsung whose store did not provide the relevant serial numbers. This is not my responsibility but the responsibility of Samsung employees. It is unacceptable to expect me, a customer, to arrange this information.</p> <p> </p> <p>In addition to this, both Samsung HQ and Service Repairs are providing shocking assistance by telling me that as a customer I must inquire for the serial number. This is a Samsung problem and proper customer service would be for Samsung themselves to obtain the serial number and complete the repairs without requesting their customer to do so.</p> <p> </p> <p>I am highly frustrated and disappointed with the service I have received from Samsung. In conjunction to this, I spoke to an employee at 14th Avenue regarding my phone only to be told yet again that I (the customer) must organize this serial number. I requested to speak to management and am still waiting to hear back.</p> <p> </p> <p>This service is unacceptable and if not rectified asap, I will escalate this matter to higher Samsung leadership.</p> <p> </p> <p>Sincerely</p> <p>Ailie Baumann</p> <p> </p> <p>From: khanyi Gumede ********** samsung.com] <br />Sent: 28 July 2016 09:48 AM<br />To: Ailie Baumann ********** Sean Baumann ********** />Subject: Re: Fwd: Sean Bumaan_ ********** 850<br /> <br /> <br /> <br /> <br /> <br /> <br />Click here to Reply, Reply to all, or Forward<br /> <br /> <br /> <br />3.02 GB (20%) of 15 GB used<br />Manage<br />Program PoliciesPowered by Google<br />Last account activity: 0 minutes ago<br />Details<br /><br /></p>