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Marinda I

1 reviews | Active since May 2017

17 Apr 2018, 15:10

Disgusted Samsung customer

I am utterly disgusted with Samsung. I upgraded on the 25 Feb'18 from a Samsung Galaxy J5 to an Samsung Galaxy J7 Pro, only to realize that the earphone jack is faulty in the first week. So I went to MTN explaining to them that I can't be without a phone, but it still need to get fixed. They told me to try Samsung in East Rand Mall who might be able to assist me, and they again directed me to Samsung in East Gate Mall as they have a onsite repair center. I first phoned Samsung East Gate, explaining to them my dilemma. The sales person on the phone explained that they will need to check the phone just to see which part they will need to order but I can keep my phone as they will contact me when they receive the part. Then I can bring the phone in and it should be done in one days time, which all sounded to good to be true but made me very grateful as this is not my mistake but Samsung's and why should I be the one to suffer when they give out faulty phones. So I drove out there and as I suspected I wanted to keep the phone, order the part and fix it and then I can get it back. Well I don't think so as a loyal customer I expected a lot more from them. They should have tried to be more accommodating and I still do not see the need for them to keep teh phone while waiting on the part......utterly disgusted with them and will advise anyone to think twice before purchasing Samsung because their after service such royally.

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MI
Marinda I's update24 Apr 2018, 12:31
Reviewer Update
Dear Samsung, I do thank you for phoning me and attempting to pacify me, but maybe I did not explain myself properly the fist time. I don't want to hand the phone in for repairs as this will mean I will have to be without my phone indefinitely and I need it for business, all I wanted was for Samsung to repair their mistake while I wait for them to finish even if it takes 5 hrs. So one of your consultants phoned me on the 19 Apr'18 to ask if I have collected my phone.........(am stunt)then on the 22 Apr'18 your consultant phones again and asks me if my issue was resolved.....(again stunt) how pray tell me, will this issue be resolved if Samsung aren't doing anything about it or are you just hoping this issue will disappear or should I resolve this myself. If this was my fault, like say I drop the phone and the screen cracks or I spill something on the phone, then and only then will I take responsibility for the mistake, but as I got the phone with a faulty earphone jack, please explain to me how this is my fault. Therefore I expect Samsung to compromise and accommodate my needs as they are at fault........but no they hope this complaint will disappear.....and to tell me an senior customer service executive with phone me was a joke as I still have the same problem...but please see the ref: ********** 059.