DIGUSTING CUSTOMER SERVICE AT SAMSUNG

POSTING OF BEHALF OF SHOWIN GOVENDER Im posting this review hoping that it would reach , SIMON LEE , JIHO JAMES JUNG & HLUBI SHIVANDA I went to the store on the 24/03/2025 from where the phone(Samsung z flip 4) was initially repaired (Samsung Customer service centre, 31 Solstice Road, Umhlanga) and I want to bring this to your attention that the service I received from the store / consultant was absolutely appalling (NOT HELPFUL). I must be honest and tell you that the Consultant didn't have a name badge on in order for me to tell you who assisted me. I spoke to a female customer service advisor about the issue first. She then advised me that the warranty expired then called a male technician to assist. In saying that I was told that phone is now out of warranty which expired last month (February 2025 keep in mind we are now in March 2025), and they cannot do anything about it. The option I was given was they can send the phone in for repairs, and it will cost me around R10 000.00 for the LCD to be fixed. Honestly, I am seriously not happy with that option. If my mind serves me correct and if I can recall the actual price of that specific phone was actually valued about R19000.00 at the time and clearly this doesn't make sense for me to pay for the repair at that ridiculous price especially if this phone is coming in the second time for repairs for the same problem without even considering the fact that 30 days expiration means nothing to a loyal customer. I will surely understand if there is something else wrong with the phone, but it is clear that my frustration is around, we are bringing the phone in for the actual same problem.

That being said, the technician and female customer service consultant kept on looking for other problems around the phone and they said that the phone has scratches around the edges and also the phone is opening up at the back (THE GLUE IS COMING OFF). Now this phone was repaired before, so surely the Repair Centre had to open the phone in order for the phone to be fixed previously. So, to sum this up, your consultant looked for all excuses he could find in order to get rid of me as a customer and not assist. Remember I am well aware of the policy and the terms and conditions and yes, the warranty expired but I want to reiterate that the phone is coming in for the second time with the exact same problem. If you view the attachments you will find the customer information sheet which Showin has signed (Page 1) and the reverse Terms and conditions (Page 2) which was not signed as it was not explained to him by an advisor. Neither were explained to him by an advisor at the store when he had his first repair done on the Z Flip 4. The advisor simply stated that he may return should the phone screen require repairs again. The conclusion reached by the advisor and technician was done without any thought apart from me paying for the repairs. Apart from doing my own research having found that the Z flip series is troublesome due to screen wear. I had emailed Samsung many times as well as contacted them on their whatsapp customer care service , I received emails that the matter was sent to the voice department. I also spoke to an agent named Bonnie on the whatsapp care line who advised that the matter was to be resolved within 24-48 hours. After the wait they directed my case to Guy named Vaughn , He called and asked me to bring the phone for repairs on the 28/03/2025 , he also advised that they are giving me grace period till the 31st MARCH 2025 and they wont be able to repair my phone if there is physical damages. He asked me to see Leshy upon arrival , when I arrived at the store I had given them my proof of purchase and the phone , after they accessed it they claim that the phone has “PHYSICAL DAMAGES” where by the phone has slight scratches around the edges of the phone that are barely noticeable and air line crack on the camera lense due to the camera lense protruding out of the phone by design , LETS START BY EDUCATING SAMSUNG ON WHAT PHYSICAL DAMAGES TO A PHONE IS https://www.samsung.com/ph/support/mobile-devices/check-for-physical-damage/ THAT IS FROM SAMSUNG ITSELF!!!!! Upon speaking to LESHY she totally disregarded the GRACE PERIOD that was given by VAUGHN and said the phone was out of warranty. She was completely rude and it was disgusting to receive such service from Samsung. I have now spoken to UNAM from the customer care line regarding this and he still insists to put the complaint through VAUGHN yet he was not even present to see the condition of the phone instead he just turned me down by a simple word from Leshy. i have been buying from samsung for years , I have so many appliances that i have purchased and i can not bring myself to digest the horrible customer service i had received. Since I was not receiving Good customer service , I have decided to post this on hello peter hoping that I receive the customer service that I deserve.