Appalling Service

I have been a loyal Samsung supporter for many years but my patience is now running out. I purchased a Galaxy S7 Edge with a one year screen replacement warranty. On the 24th of November I took my mobile to the Cape Town Service Centre, where I believe you head office is also located, to have my screen replaced. The service centre is outsourced to Kumbana Consultants.

Service Order Number: ********** 467

It is now the 20th of December and I still do not have my mobile back. How is it possible in this day and age that a repair to a mobile screen can take four weeks? The service technician told me that a part had to be ordered from Johannesburg. Why? Are there not enough S7 clients in Cape Town to keep this part in stock? I have had several family members crack their iPhone screens and it has taken no longer than 1 day to replace the screen. Samsung's service is doing no favours to their brand.

When I contacted the Service Centre after week two and again after week three I was told that the part has not yet arrived from Johannesburg. An overnight courier can deliver a part to Cape Town within 12 hours. Why is Samsung not able to do the same? Samsung is a world class business who seem to be unable to apply modern service practices. After sending a number of mails to Samsung Head Office I was contacted by a Customer Service Agent. I sent him all the details. To date he too has not come back to me after promising to investigate the issue. Not only have they taken four weeks to replace a screen, but nobody seems interested in contacting me to explain why. Samsung needs to relook at their contract with Kumbana Consultants because they are doing massive damage to the brand. They are not delivering on their agreed SLA. Please help. I need my phone for business and Samsung has let me down badly.