Appalling service -Samsung Eastgate can't keep promises.

Item: Samsung South Africa
Rating: 1
Author: Giulia B

I am absolutely appalled with Samsung Eastgate's service. On the 3rd January 2018, I sent my cellphone in for a warranty repair. After two weeks of lots of promises and no delivery on said promises, I finally got my phone back, only to find out the very same day that it didn't work. I took it back at my earliest convenience, which was two days later, and was told the issue would be fixed. It has now been a further almost three weeks and I have had promise after promise for calls to be returned, parts to be ordered, and lead times, of which none of these have been upheld. Excuses have ranged from faulty parts to delays in delivery and even people not taking responsibility for their promises (I have spoken to Barbara, Mohammed and at least three different people, and I have even spoken to an online representative from Samsung). If this is the kind of service Samsung would like their customers to receive, at least have the decency to tell me so and I will never buy a Samsung product again.

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Replies (2)

Giulia B's updateReviewer Update

06 Feb 2018, 15:40

I am still waiting for a call from the senior customer service executive...... I am still getting told lies and empty promises from the consultants at Samsung Eastgate. I was informed earlier today, when I called that my phone was ready for collection. I was then notified a few hours later that my phone is not ready yet and they don't know who I spoke to, but the parts have been ordered and will hopefully arrive by Thursday latest (I have been getting promises exactly like these every week for 5 weeks now).

Giulia B's update06 Feb 2018, 15:40

Reviewer Update

Giulia B's updateReviewer Update

09 Feb 2018, 08:32

I finally received my phone back yesterday. I had still not received a call from the senior customer service executive, after being told twice that my complaint had been escalated to your Voice of Customer team and that I would be contacted. On arrival at Samsung Eastgate, I was not greeted by anyone at the store, I did not receive any apologies for the inconvenience and delay (especially by Barbara or Cecilia, with whom I had been dealing with) and when I received my phone, the battery was at 16% and therefore could only do a quick test and had to switch it off straight after, and charge it for the rest of the day. I am still appalled by the lack of customer service and interest that Samsung Eastgate and Samsung SA has showed with my issue. I am very skeptical about purchasing any Samsung products in future and I will definitely not be purchasing another Samsung cellphone again.

Giulia B's update09 Feb 2018, 08:32

Reviewer Update