DEVICE VIDEO/CAMERA NOT WORKING SINCE PURCHASE 22/9/22-no effective response. Son unable to start new job since 1/12/22.

REF *** and REF ***. cell no ***, SAMSUNG S22 PLUS, and SSS Bellville customer no NIC784 AND under warranty code SM-S906 The above device was taken up on my business contract main cell ***,for my son Nick Cronje. On 22 September 2022, I had renewed a contract with the above number contact number and new device for my son, who is an professional photographer, at the 4u Cape Gate Vodacom store. About a month and a half later when he started to use the video he noticed there was a problem, a glitch happening during the video. On 6 December, the 4u Vodacom store advised him to take the phone to Samsung Tygervalley for an assessment. There he had to pay the store R250 to download his device info to store whilst the device gets assessed at SSS, Edward street, Bellville. 7 December – took device to SSS, for asses*****t and repairs receipt 16566, Niel Galant 15 December – collected device when they called him to say that its was fixed. Same day, he returned the device to say the video still glitching and camera not working either. Photo quality very poor. Receipt no 16816, Sakeena Davids 28 Dec, SSS called him to say its fixed and ready for collection. Repaired date is 23 Dec. The device could not be checked at the store as the battery was flat. My son took it home to charge and when he was able to check it, it was worse than ever. When I called Ruwaida to complain, she simply ignored me and told me repeatedly it was fixed and working. On 30 December I called Samsung customer care and spoke to Belinda Mabuna, who told me since the device is still under warranty, re 6 months, I should take it back to the Vodacom 4U Cape Gate to return it. I messaged the owner Gerhard Van Buuren, via WA has he said he was unable to take my calls due to being on holiday. He asked me to bring the device to the store, to have it couried to the Vodacom assessment centre in JHB, as ruwaida told them the phone is fixed. The same day I tried after numerous attempts to speak to ruwaida again. I wish to lay a complaint against Niel Galant too. He refused to confirm the name of the owner or manager of the store. He put the phone down twice , after I asked him for his name he only said Niel and did not want give his surname. When someone finally answered , he was angry that someone gave me his surname and wanted to know who gave it to me! 30 December – sent Gerhard van Buuren the video’s and photo images as proof. His response was: ‘Good day, as per you agreement that was signed with Vodacom it states that there is a 7 day OBF period, in this period should a device be found faulty then Vodacom will issue a same device replacement, after the the device carries a 24month warranty where the device can be repaired. In no way will we as a franchise be able to replace a device with a more expensive device. I have tried from out side to send communication to Samsung to see if they are willing to assist with a sponsored device but unfortunately we have not received any communication back from them. They only way we are able to assist now is to book in your device to be send to a Technician for repairs. If you are not happy with the response then you are more then welcome to take it up with Vodacom’ ‘Apologies I am away at the moment and not able to take calls. This is rather concerning that Samsung advanced repair centre was not able to assist even after you showed your problem in the store, we received feedback from Samsung saying they replaced the camera and then no fault found. I instructed Natalie the manager to contact you, what we would like to do is to send the device in to Vodacom repairs with all images and reports, Natalie will also send a document with stating your frustration and the inconpentence of Samsung not being to assist your with their own device. We will also put our regional manager from Vodacom on this for assistance’. 31 December – his response: ‘Please understand we are not a repair centre thus we do not have to power to repair device nor make warrenty claims, we have no technicians at our store to comply to Vodacom standards regarding repairs and warranty claims even though you have provided images and Videos, that power remains at a Vodacare or ARC as they go through various rules and regulations to comply to multiple rules. The store did suggest you to take it to tygervalley store as your where unwilling to go through the Vodacom process due to the time delay in the process, by taking it directly to Samsung you where assisted in a timely process that was acceptedable to your requirements. The report states that the camera has been replaced yet the device is still not working this is very strange but we are not involved in the technical aspects of the device thus I recommended that we send in the device with proof and motivation for a replacement device. This decision lies with the ARC on not us but we will do everything in our power to assist. ‘ ‘As stated above even if I see this in person I do not have any authority regarding warrenty claim or repairs, I viewed your images and thus would send a motivation from store level stating the customers problem and your frustration regarding the whole process, the fact that camera has been replaced yet the device is still not working and motivated a beyond repairable device, supplying them with images but the matter of fact is the final call lies with Vodacom Advance repair centre I am at a point where I am unfortunately not able to assist you beyond what is stated above. Should you still be unsatisfied then I would like to refer you to contact Vodacom Customer care on 082135 2 January-still have device in my possession. The store refused to collect from me and told me to deliver it, for courier on Wednesday, which I do not want. My time, effort and fuel to go there. I will Registered with the PPRA wait for your response as we cannot wait another 2/3 weeks to have the device reassessed by Vodacom. ‘ We do not want this device any longer. We have told this to Gerhard Van Buuren. My son is a professional photographer. He got a new job to start on 1 December. He started testing the video issue at the time he went for his job interview and then discovered the bad video quality and glitching. He has not been able to start his new job and lost whole month of income and to date. We would like to get the Samsung SS22 Ultra, ASAP, so he can start working. We cannot wait I sincerely hope you will step up and give the service we expect from Samsung, which until now has been very dismal and causing tremendous anxiety.

ANNEMIEKE CRONJE