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Hendrik E

1 reviews | Active since Nov 2013

15 Jan 2018, 13:31

Beware of the so called one free screen replacement

To my surprise Samsung or SMC are passing the buck on replacing my Note 8 screen. I was advised when I got my phone to sign up with Samsung Rewards and Samsung Members - which I did within 3 days of purchase. Now that my screen is damage I was informed that I am not on the system. However my Samsung rewards app showed clearly that I did registered on the 30th of Sept - 3 days after purchase. Their IT department now for the sake of convenience deny registration and refer me back to T&C Please all S8 and Note 8 owners - be aware that your screen are not covered. Samsung did not make this new arrangement public. You have to download the Reward app and then SMC will contact you to sign up an insurance cover for the screen. If they do not contact you - you are not covered as in my case. Question is??? Who's problem is it if you registered and SMC do not contact you. The facts are not clear and if 30 days expire from purchase of your product and THEY DID NOT CONTACT you, you will have not cover or claim for a screen. A bad way to sidestep their responsibilities. I do not accept this passing of the buck and insist on replacing my screen. I am also prepared to take out the cover as per SMC but to say sorry - your 30 days have expired are not acceptable.

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Replies (5)
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Hendrik E's update15 Jan 2018, 13:56
Reviewer Update
I just also want to add that if you look at how Samsung and SMC reacts on emails with no feedback it is clear why they also lack in phoning you after you had registered on the REWARDS App.
Samsung South Africa
Samsung South Africa's reply15 Jan 2018, 14:07
Official

This is to acknowledge receipt of your complaint.

Kindly note your query has been escalated to our voice of customer team under reference number: ***

A senior customer service executive will contact you with further advise on this matter.

Regards

SamsungSA

HE
Hendrik E's update18 Jan 2018, 13:43
Reviewer Update
It is so pathetic that Samsung (SMC) are still passing the buck. They do not read my emails nor understand my point. They only stick to their T&C without realizing that it were there fault. I did register but no one contacted me. Now it is easy to say I had to register within 30 day. My goodness!!!! I did register on the Samsung Rewards within 3 days. I am going to splash this on the media until the problem is solved to my satisfaction
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Hendrik E's update18 Jan 2018, 13:44
Reviewer Update
Still waiting for Samsung -SMC to contact me as per their reply above
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Hendrik E's update25 Jan 2018, 14:57
Reviewer Update
Good day Samsung Thank you for your reply but it seems that you are testing my intelligence and integrity by again passing the buck. Your reply below reflects the standard of your client service and care. Kindly note that plan confirmation document are required and if there was no response from SMC plan you were supposed to contact the customer support at that time. If there was no monies ( monthly service fees) deducted from your account that meant you did not register ( ref to Terms and Conditions) Can I ask you one thing - who is the party to supply and give prompt service. Me or you??? It was not for me to contact you - You were suppose to contact me but because of lack of followup service you now pass the buck and fall back on T&C. You cannot implement T&C on me if you never gave a service that you were suppose to give. Again - I will continue to splash this issue on the media should you not adhere to my request Regards Jaco Esbach