Disgusted and outraged

Disgusted and outraged with the appalling service and demands to pay for a service I have not received. Over 2 weeks ago I have taken my samsung s8+ into a samsung store for in warranty repairs. I have had this mobile for juts little over a year now. Over the years I have had plenty of samsung phones and at this point I own the S8+,S9+,note 3 and a samsung note tab 2014 edition.

My issue ,for a lack of a better word is the outrages demand to pay for a new screen when that was never the complaint. I initially took my S8+ to samsung as the phone failed to charged with any regular charger accept via a power back. The tech at the samsung store waterfront cape town review the phone and said the charging block needed to be replaced. I added that the repair wont be happening in store as it has to be send away which may take 2weeks. I agreed to this and was handed a piece of receipt to later collect my phone after the Tech confirmed that the device was in warranty.

Several days later I received a text message and email stating my phone is out of warranty due to a cracked screen and was given a quotation of R5500. I refused the quotation as this was not the reason for the repair.

Now, I admit there is a slight crack on the screen. This is a hairline crack and is barely visible to the eye which is found on the bottom left of the screen. The crack is so faint that the Tech did not even notice/see the small crack and wrote on the paper that there is no crack on front and back of glass. I did not noticed the comment until I got home to review the page again and thought it was just a slight/small crack. I called the tech just to find out that my phone has been declared out of warranty. I explained again that I never requested for a screen replacement but to fix the real issue, the charging issue.

I went online with samsung customer service trying to understand what voids the warranty. I have a transcript of the chat conversation which I will keep for my records. Basically I requested to see the digital version of the mobile warranty and was given a samsung website which does not state anything about physical damaged to the device voids the warranty. The person added the the phone came with a a warranty booklet which I stated, I don't remember seeing one but would like to see the digital version. Unable to answer my query the person escalated my request and said that some one will get in touch with me.

I went home searching for he warranty booklet which I found in the box. I read thru the booklet a few times not finding any reasonable answer about when the warranty will be voided as an exact result of damage to the phone.

During this time I receipt a digital version via email but was not inline with the version in the box. I have send numerous emails and calls to samsung waterfront to request my phone back as I need this matter escalated. In between the calls and emails I received emails and text messages from Wefix. I refused the quotation and the messages basically said that the phone will be returned to me. After waiting several days for a follow up form samsung store and repeat reminders from Wefix that the phone is ready for collection, I called the samsung store again. This was on Saturday 04/05/19. I was then informed by the tech my phone has not been delivered and Wefix do not perform deliveries over weekends and holidays. He assured me that he will be in touch with me no later then the Tuesday 07/06/19.

Behold the day come but no call from samsung. The emailed the tech today Thursday 09/05/19 and received a replay that I now need to pay wefix first before I can receive my device. This is despite the fact that I said I want to come into store to collect my phone and review the warranty booklet together. I wanted him to show me where in the booklet it states that my warranty was void.

I have send a follow up email with no reply from the tech and my S8+ held ransom until I pay for having no service. My next stop is with the Consumer protection act If I do not receive any satisfactory results soon.