********* warranty and Terrible customer support/service

Hi

My Samsung S8 plus stopped having a cellular network signal about a week ago during a very busy time for me and the company I run. It was very untimely as it stopped me being able to contact and coordinate my employees as well as undertaking banking transactions. This was a very serious problem as in South Africa we work with an OTP system meaning you need your phone to receive a SMS to confirm any transfers or payments. I couldn't get it repaired and had to rely on my co-workers for any messages and ask them to be patient over bank transfers until I got the phone fixed. At first I checked if it was the sim card itself, which it wasn't as I got it working on my brothers iPhone, meaning it was the actual phone. I have Samsung care and was expecting it to cover repair costs, as well as the fact that it’s still under warranty, as the phone is around 17 months old.

My next step was visit the V and A Waterfront Samsung store in Cape Town, I explained my issue politely to which I was received a reply in a rude manner, that the small scratch on the bottom of my phone, voided my warranty and therefore I would have to pay the full amount for the repair cost which could be around R5000 if it was a hardware issue. I told the customer consultant that the scratches on the phone were from an incident 6 months ago, they are tiny bits of the colour of the plastic missing and therefore could not possibly be related to this new issue and I am very tech savvy as I have to be when working in the Film industry as a producer. He then proceeded to give me a weird lecture in how wear and tear works in the human body and it’s the same with Samsung mobile devices and that is why the scratches can relate to this recent issue and why I would no longer be under warranty anymore. Shocked I explained that I would get a second opinion as I didn't find his assessment fair, logical or conclusive. It felt like it was more important to get rid of me as quickly as possible and stop wasting his time. This rather than to actually try help me and get the Samsung phone fixed under reasonable assessment.

I then proceeded to go to Canal Walk We Fix who assess and work in coordination with Samsung South Africa to fix their mobile device range. I paid R180 for an assessment only to be messaged the next that I would need to pay R6197.00 to fix the device, which laughable as the device is now only worth around R10 000 new. It also stated that my warranty is voided, now owing to drop damage, even though it’s still under warranty and I never stated that I dropped the phone. The tiny scratches of paint couldn't possibly under normal circumstances void a warranty!

The service provided to me by Samsung has been absolutely disgusting, ********* and suspicious. There was no break down provided on why the phone was costing so much to repair or how they could void a 2-year warranty over a scratch at the bottom of my phone. I had to go a buy another cheap phone to use as a hotspot so I can use my phone to do banking and phone calls for work. When I bought the new cheap phone, I also had to pay to get a new sim due to puk number issues. I spoke to the general manager of the store about the issues I had with Samsung South Africa and he laughed and said that the scratch can't possibly related to the motherboard problem nor is the scratch able to void the warranty and I should complain to Samsung International and put up a post on hello Peter about it, so other people would not fall prey to the same dreadful customer service .

In retrospect I have now had to drive up and down Cape Town trying to sort this issue out and spent probably around R1.500 just to come up with a cheap solution for me be able to actually work, bank and do my job. I was an Apple user until the S8 plus came out and then I bought due to Samsung's reputation and the fact that its meant be the best premium smart phone on the market. Now my entire family from dad to mom and aunt to uncle are using Samsung’s on my recommendation. To my embarrassment and inconvenience I got a phone that didn’t even last till the end of its warranty. It cost an arm and leg, and the staff at

Samsung have been nothing short of terrible and unhelpful. If this is truly how your warranties work then I will have to make sure my entire family and friends know that they are in for a shock if they have a Samsung and it gets issues. They might as well throw the devise in the bin.

If this isn't is sorted out and warranty honoured by Samsung to fix or replace the faulty device(phone) then I will be highly recommending to all family and friends to steer clear of any Samsung devices and go back to Apple devise or another company because at least they have a warranty that isn't voided over something unreasonable. The product will actually last the warranty and the staff will hopefully helpful and want to help the client. All my Apple devices still work since I went over to Samsung, some as old as 6 years.

I have attached photos of the phone to show what a perfect condition it is in. Aside from the chipped paint on the corner, there isn't even a single scratch on the screen. I have also attached the quote from Samsung and We-Fix to fix the devise and proof of them voiding the warranty over a scratch on the exterior plastic and making false presumptions that its drop damage. I would love to hear opinion of the situation and what Samsung would like to do about the behaviour of their customer service Staff and **** warranties and how clients are treated that buy their premium devices.

If nothing is done to rectify this incident by Samsung, I will simply wait out the current contract I am on and BACK to the Apple train I go, at least I know I will get a fair warranty with an expensive and premium device that won't be faulty within around a year.

*NOTE: This is a letter that I am busy forwarding to Samsung South Africa and Samsung international correspondence of some form.