Dismal customer service

I purchased a Samsung phone a few months back and it started giving me issues about three months ago.

I called customer care and spoke to a Charlotte thoka who gave me a few instructions over the phone as to what I must do to update my software.

This didn't work she then asked me to take my phone into Samsung so they can load the updates.

When I get to Samsung River horse at 16:30 they firstly tell me they can't help me today its late I should come back the next day but from what they can see is that I have tried to load the updates and did it on WiFi hence it has a problem. I tell them I simply followed the instruction I was given.

I call back a few days later to try book the phone in and am taken thru even more over the phone instructions which don't work.

I ask my dad to take the phone in and he is told the reload takes about 40min he waited FOUR HOURS! with no feedback! I had to keep calling the store to ask what was going on. He eventually left and they advised him to come back later.

He picked up the phone that afternoon when I got my phone it was still giving the same errors!!!!

Last week I called customer care AGAIN to tell them its still giving me issues. Charlotte took my call and continuously kept speaking over me and was generally rude and unhelpful I asked to speak to a manager whom I dd not get through to!!!

I took my phone in AGAIN last week to redo the reload. This time the person who handed it in was made to wait another 30minutes with no feedback! I called and requested to speak to Andrew I told Andrew this is the second reload and that there is no feedback what's going on. I get informed that i t "might" be a motherboard issue that will cost 3000 to fix!! I purchased the phone with 3000 why would I pay 3000 to fix it 9months later!?

They then go back to the back come out and hand us a number and say get back in line "no feedback" no direction as to why. Next thing they booking the phone in AGAIN. OK .

its been a week since . this 40 min reload is still not done I keep having to call for an update they told me yesterday the phone was ready after I had called! When it was fetched I was made to wait another 30 mins. Only to be told its not ready. Software issues. What ever else!

It seems people do not know what the issue is . and I am beyond annoyed. Essentially what you are saying is I must buy another phone after I had bought this phone nine months ago as I am phoneless now for a week and its peak season . no feedback no direction and soo much back and forth!!! I need this sorted out immediately the least Samsung can do is give me some honest feedback. If there was a mess up done on your side own it so I know where I stand this is unacceptable!