Camming Centre ****sung

On Monday 19 April I took my Samsung note 10 + into the Samsung store at clearwater mall. I was assisted by a staff member and I explained to him that over November -December I got a notification on my Note 10 + that a new version of android firmware was available. I app**** the update and after the update, the bottom speaker of my phone was distorting horribly. I went online onto Samsung help forums and found that there are quite a few entries of people having the same problem. I app**** fixes and tested apps and ran diagnostics and so forth. after I've even reset the phone and wiped the cache partition. to no avail. I then went and continued to use the phone until I had my contract renewed so that I would not be without a phone. I explained all this information to the staff member. And requested if we can have this fixed. The staff member explained that there is an R200 assessment fee (Which was 100% fine with me) and I responded no problem let's book it in. he then repeated himself by explaining the assessment fee to where I had to again ask, please can we book it in. he came back and I asked him what the process will be and the explained everything to me like I was a child and he also did so with great uncer*****y He then took me to the back where I completed the paperwork to book in the phone. The staff member then openly left my phone on the counter and then left. I collected my phone and kept it with me as I completed the application. After the application was completed, I went to pay where I handed the phone back for booking. Then again, the phone was openly placed on the counter and he left. This time it was just put on the counter next toe the printer by the staff desk open and unguarded. I walked around to the other side of the counter where my phone was to ensure it does not get ******. I made my payment at 10:51 and got my confirmation paperwork and then left feeling concerned and uncomeatable.

Tuesday 19 April 13:02 I received a call with from the same staff member that I spoke with first and he called to inform me that the assessment has been done and that the phone speaker AND Sub Board needs to be replaced and that will be at a cost of R3 000. I asked the staff member to please explain why the bottom subboard needs to be changed as the subboard and speaker are 2 separate devices. He then like a child, explained to me that inside the phone you have the main logic board, then there are 2 or 3 ribbon cabled that connects to the lower part of the phone, at the lower part of the phone there is another board, that board is the sub-board. And the sub board which is *****ed down to the bottom of the phone has 2 contact points which connects to the speaker (which all of this I understand as I have repaired many phones in my time before and tablets and laptops with my MCSA, MCSE, CCNP, A+, N+, and cisco international certifications) I asked him if he is certain that the sub-board is faulty as my phones microphone and charging works just fine and that is controlled by the sub board. Why is it needed that it needs to be replaced? Then he again explained and read to me the fill anatomy of the phone ending with the subboard plugs/connects to the speaker. Again I asked him is there something wrong with the sub board? And again he went through the mantra of explaining “back bone is connected to the hip bone” rhyme as if he is reading it from a script. I asked again why the sub board because if the problem is with the speaker and the speaker gets replaced and its then fine, why is it needed for excessive hardware changes? He then locked up and could not answer me, he then passed the phone to someone else and the other staff member stated that okay we can replace the speaker only and test then take things from there. WOW now was that really that hard? I asked what the cost of the speaker itself be. I was then told that they don’t know but the info will be put in a quote and sent to me.

14:18 I get another call from a staff member stating that my Samsung watch works fine. I respond with I know my watch works fine as I am wearing it. Then again the staff member states yes the watch works fine and that its charging fine and that all is working and I need to check the charger of my watch. I then informed the staff member that I have my watch on my body…I'm wearing it …I know its fine , when he realized that he called the wrong customer was when I told him that I am the owned of the note 10+ with the distorting speaker after the android update the phone was then abruptly hung up with no update to the status of my phone

20 April No update Wednesday 21 April No Update Thursday 22 April No Update Friday 23 April No Update Saturday

25 April Monday 14:12 I called the Samsung clearwater branch and requested an update on my device. I was then put on hold and handed over to another person where I had to ask again for an update on my device where I was told the exact same thing I was told a week ago. And that is that the speaker AND the sub-board needs to be replaced and that will be R3 200 now. Where I asked again was the device tested with a new speaker and if I can please have proof of this . where I was told that technicians asses the phones and then add to a report to what they think all needs to be replaced. Then again I asked that I would like to see proof of the part replaced and that the subboard is in fact the problem. I was then told no a new quote will then be generated and sent through while I have not even received the first quote. And the tech suggests what he THINKS needs to be replaced. Without testing , without proof, without attempting diagnostics. Might as well then replace the 100% working screen as that also works fine if we will then be replacing items without testing or proof that the part is faulty. The staff member was constantly interrupting me, refusing to hear my inputs on my device and refused to accept my request to replace the speaker ONLY again I was told that they replace both parts because this and that same as before then ending with “ will have the technician revise the quote and then get back to you” Clearly there was no new update or development or change to the status of my device since I was called a week ago.

26 April No Update Tuesday 27 April No Update Wednesday 28 April No Update Thursday 29 April No Update Friday 29 April No Update Friday 30 April No Update Saturday 02 May No Update Monday

03 May Tuesday 10:46 I called and asked to talk to management and was told that management is out and will call me back.

10:48 I was called back where I explained all what happened from 18th if April along with the situations and the lack of communication. I was then told the same thing that they want to replace the sub board AND the speaker. I then asked that I need the speaker to be replaced only where the staff member informed me that with the terms of their service they can not proceed until all items that are on the quote are accepted and they cant only replace specific items on a quote list. Never before have I had this nonsense as ive had my Note 5 taken in for screen repairs at Samsung. They did an assessment and wanted to replace the main board on my note 5 which I respectfully declined and the screen only was replaced. Afterword’s ive taken my sisters Samsung A500F for screen replacement and they wanted to replace the battery and charging board along with the LCD I accepted the battery and screen but not the charging board and all was again just fine….Same with my Note 8 also…but now suddenly with my Note 10 I don’t have a choice. So I informed the Person that I will then be respectfully declining and will be coming to collect my device as soon as possible.

On Sunday the 8th of may i went to collect my device and i noticed that my phone ws not opened to be assesed at all. how can they confidently say that the sub board is faulty without eve nhave opened the phone to see and test what was wrong with the phone ? no jus guess work hay...

Now I’m already unhappy and uncomfortable as why al I being quoted for parts that are fine, why are items on my phone being changed if they are working normally and why does it feel like I'm being socially engineered and ****med into paying R3000 for items that can be found online for R1 700 MAX (R600 speaker + R1 100 Sub Board) and how can they prove with full cer*****y that the sub board is faulty what proof is there confirming that it is the board and if it is the board then what proof is there that the speaker is then also not working. There is no testing being done at all…its all guess work And will my parts that are working 100% be left back in my phone, are my parts being swapped out to other devices? Is my phone being tampered with before I get it back? Can I trust the results of the staff be trusted if they call back and state that he speaker is still distracting after replacement and will they in fact have tested? Being in I.T I know that distortion CAN INFACT CERTAINLY be caused by software as I had the same problem before with my Note 8 earpiece and after android, software/firmware update it was working 100% fine but I was stil open to the possibility that the speaker could be problematic due to the phone being about 2 years old and that it can be coincidental that the problem started with the software update. I do accept the possibility of that. But replacing the Sub board? Then might as well replace the camera and screen and battery as the sub board is connected to the main logic board that is connected to the screen and battery and camera which is why the bottom speaker is distorting. The only reason I took my phone to Samsung to repair as I would like to keep the phone as tightly sealed as possible and I don’t want to wait for online shipping and then to go through the laborious task of replacing it myself

but then i decided to then wait and to it myself then and went and ordered the replacement parts online and for a mere little R529.00 including shipping and some shipping time and personal time, i got a replacement speaker AND rework kit to keep the phone sealed and then replaced the items myself. and now the phone is again like new

Now, why does Samsung **** people by charging 6 times the price for a repair and replace items in a phone that they have no proof is faulty or not. now i understand there is a cost to labour which i was more than willing to pay and did which is the R200 assessment fee but that was never done in the first place.

I’m disgusted in Samsung’s service and Voice of Samsung also ignored me after 2 mails.and Google reviews also wont help as you get the same “copy” and “Paste” response over all complaints. I just hope this review will help any future people from getting ****med.,