Disgusting service

TO SAMSUNG CARE I have a contract with mtn and had taken the S10 when i upgraded, when i got the phone it worked well and thereafter started heating up which was a defect on the phone according to reviews on various sites with regards to complaints about cell phones in general.Thereafter covid came about and i could not find my papers hence the prolonged wait for why my phone was not handed in for repairs and taking into consideration it was not my primary phone as i was still more comfortable with my S7.

Finally on the 12/05/2021 i had taken the phone in for repairs to the samsung smart care nandi drive for repairs as it is my wife's phone she had thoroughly cleaned and checked the phone for any dents or damages and had found nothing and upon this finding wrapped it up and handed it to me in the morning to take it for her to samsung.

When i got to samsung, nanda the female at the counter said my phone is cracked i thereafter explained to her that the phone was always in the cover and she insisted that it is cracked and was accusing me of bringing a cracked phone for repairs, she thereafter cleaned it and again scrutinized the phone and took the phone to the back for further assessment cause i was adamant and irritated as i know the phone had no defects.

She thereafter said me to wait she needs to take the phone to the manager in the back office when she came back she saying there is a dent on the phone and when i had given her there was not dent as we both checked the phone together at that point i realised it was useless to argue with her i had taken the phone back and was going to contact samsung care.

When i contacted samsung i spoke to a female with a reference number of *** i explained to her my situation and she was not helpful in any way i asked to get someone that can help me to call me.

I thereafter got a call on the 14th of May @ 13:36 and explained to the female what had transpired, she thereafter made a call with me on the line she had contact the nandi branch and we three spoke regarding the matter when i asked the female weather it was true that we both checked the phone together she said yes and then i asked her why she did not show me the dent before she took the cellphone to the back behind closed doors she could not clearly answer my question. The consultant said she cannot help me and do anything for me.

I thereafter requested from the consultant for footage when the female took my phone to the back she put me on hold and called the branch and they said they will contact me later on the day or latest tomorrow that would have been the 15th May 2021 to view footage.

To date no one has contacted me to view footage and i am stuck with a phone that's heating up and now i have a dent on my phone. Being a loyal Samsung customer for the past 15 or more years this is my first bad experience and hope we can come to some resolution as i hate the very fact that the consultants Samsung hires are pathetic in their customer service and talk as if they are programmed to say "SIR WE CANNOT HELP YOU" On the broader spectrum it would be nice to know how many thousands of people are going through this same experience from ill mannered untrained and rude Samsung consultants on a daily basis.

Absolutely disgusting customer service from samsung care.

I would like to get a response to my letter and investigate this further as i think people should not be treated in a bad and rude manner.

I sent this email to them on the 30th of may 2021 to date did not get a response from them!!