Complaint Customer Service

Hi there

I’m hereby to lay and escalate the complaint on issue raised last week Wednesday 17th October for Samsung and Regenersis Repair Centre.

I called in Repair centre in Midrand 16th road to enquire with regards, to repairing screen for my phone and to verify that Samsung will repair it as long my phone is still under warrant.

Firstly I had to call in several times as the receptionist kept on redirecting my call and drops it - that was the first point of irritation. Secondly, I asked for the physical address – she couldn’t assist me either with that. Lastly, I spoke to Lesego at Regenersis repair Centre in Midrand – to confirm requirement for me to be assisted with screen repair, he confirmed that I need to bring in phone in box and proof of purchase in order for my phone to be repaired free as it will be still cover under warrant and he took my email address to send me details of the location until today – I haven’t received the email from him.

On Friday, I went to Samsung store at Mall of Africa – and I was told a different story that they can’t book in my phone for screen repair and I will be billed R1500 for full repair.

On 22 October Samsung office advise that I take the device again for assessment, yesterday I did so and they refuse to repair it and take ownership as they say I was given an incorrect information. I’m tired going through this back and forth and the blaming game of who said what and when - and the end of the day you represent Samsung brand and there’s a protocol to follow I want this to be fixed asap. I just got off the phone with SAMSUNG consultant - I was on call for 25 minutes on my own airtime still no further assistance or Investigation follow up with Regernisis I have been thrown out left and right Now I'm escalating this with you as I was given this information by your employees - Mall of Africa and Samsung they state its franchise issue and they cant cover repair cost under their unit - you must take ownership and accountability.

Sharon ********** 190