Brand Damaging Service

Where do I begin this horrific experience.

+- 2.5 months ago I took my cellphone in for repairs at the Samsung Canal Walk store stating that to my horrifying experience the cellphone had melted the charger in my home( please note the cell phone did not get hot, but it was causing the cable and charging block to melt). I was placed at ease and told that they would have the phone booked in and looked at. about 2 weeks passed and I enquired as to what the progress was and was told by the consultant that he would get back to me. A day later I was informed that they could not fix the phone as the phone was repaired externally and they would not be doing any further checks. Now to my surprise as the phone was previously repaired for a cracked screen but through the service provider. I have since then logged this case with them who promised to look into it.

Now for the bad service part. I naturally declined the quote 15 October 2017. Since that day it has been an absolute nightmare trying to get my device back. Dealing with the consultant Prudence( who admittedly tried her best) was not successful as I kept on receiving different versions of where the phone actually is. A month passed of back and forth to me calling the call centre(countless amounts of money spent holding on) emails were sent back and forth with no solution in sight.

At the very hight of my frustration, I called Prudence yesterday(21/11/2017 approximate call length 23mins) demanding that we come up with a solution and find out where the phone is or send me a new 1 as I can only assume that it is missing. I then received the cellphone number for a Ms Charlotter Simelane Roji(Area Manager Western Cape) who was on leave and told me she can not assist me as she does not have the notes in front of her. I then requested to speak to someone in a higher power which her bosses were Alex and Wayne. So I called the office again and lo and behold. Alex is not available for the day and Wayne no longer works there. Eventually the kind receptionist put me in touch with Frik Bekker. His attitude to the scenario was welcoming and his apology was sincere. He promised to folow up and get back to me that day, which he did.

To my surprise though, suddenly the phone is found and an email requesting my address is requested so a courier can be sent to deliver the device. I responded and thanked him for this but I would like further clarity on what transpired and requested a simple answer as to if he thought this was enough to keep a client happy by just returning his broken phone with no call or explanation as to what happened.

So I get to the office this morning and I received a mail which read "Good Evening Mr Bohardien,

Hope this email finds you well.

kindly take note that arrangements to courier have been made and you should be expecting arrival sometime tomorrow.

Kind Regards

Charlotte Simelane Roji CTDI"

this was sent at 19:18 on 21/11/2017 after she told me that she was on leave.

As a real brand ambassador for Samsung where I own 2 cellphones, gear watch, tv, washing machine and Microwave by this very brand that prides itself on customer service. How could you treat a client as if he was a ******** and simply think its just okay and I have to continue supporting you.

Kind Regards