ESTHER STRYDOM'S CELLPHONE FROM SAMSUNG

COMPLAINT ABOUT MY SAMSUNG GALAXY 25 5G CELLPHONE

I am Esther Strydom and 73 years old. I live in Napier, Overberg, Western Cape, 176 km from Cape Town.

On 25 November 2024 my nephew Tertius Kurver bought a cellphone on my behalf from Takealot on Black Friday Special Deal. The details are as follows:

Samsung Galaxy A25 5G Dual Sim 128GB Phone – Blueblack Serial No RZCXA0ENRHL IMEI No *** (first) IMEI No *** (second)

These two IMEI numberes are both indicated on the box it was packed in. Also on this box is a sticker that says “24 months warranty”.

I used this phone from December 2024 without any problems until +- 15 January 2026, in other words for 13 months. One morning when I was trying to make a call, I got the message on the screen “Not registered on network”. I did not know what that means, and saw that the phone still works with wifi and that I could make Whatsapp calls. I took it to Vodashop in Bredasdorp and one of the ladies there, took out the simcard, wiped it clean on both sides, put it back and the phone was fine, I could make calls again. I was then told that the simcard connects with the Vodacom network again.

On 14 February 2026 the exact same thing happened. I went back to Vodashop in Bredasdorp. Another lady helped me this time but could not manage to get the phone connected to the network again. She saw “MTN” printed on the box next to the stripe code, and said the phone is a MTN phone and must be blocked by MTN. I went to the MTN shop and spoke to a lady who tested my Vodacom simcard on two other phones and it worked. She also tested other simcards on my phone and none of them worked, but she could not explain why.

A whole week followed of being sent around like a headless checken. I borrowed a phone from a friend and the owner of a wifi company transferred all my info, contacts, Whatsapp and e-mail Messages, and all my apps to the borrowed phone. He also sweeped my phone clean and I was ready to send it back to Takealot. When my nephew, however, tried to log a return of the phone to Takealot, he was informed on their website that the 6months after-sales warranty expired in May 2025 already.

On Friday 20 February 2026 I went back to MTN shop again and the lady called her Regional Manager and explained the whole story to him. He solved two problems: the fact that no simcard would work on my phone, meant the simreader was out of order. The 24months warranty was given by the manufacturer Samsung, and I must get in touch with them.

On Sunday 22 February 2026 I determined on the Samsung Website, that the 24months warranty was still valid until 31 January 2027. Then I I had the most dreadful two-hour chat with a faceless voiceless person called Kama on their website. I really found it very difficult to answer all the questions to tell the whole story. I explained in great detail about the apparent non-functional simreader. They made me take my simcard out of the borrowed phone and put it into my phone. I found it really hard because I am 73 years old and certainly not trained to do this kind of thing in a short time. It took me 20 minutes in which I almost suffered a panic attack, as their website was programmed to prompt me every 3 minutes to close the conversation. After two hours I was told that the matter will be escalated, they will call me. On Monday 23 February I contacted Samsung again, this time on Whatsapp with Audrey, and asked how they would contact me, as I was not sure when and where to look out for their call.

On 25 February 2026 I received an e-mail about the “door-to-door service” which later turned out to be a courier service. At the bottom of this e-mail, the details I gave them on the Chat about the problem, were set out as follows:

Soft reset Software up to date Cleared cache Reset network settings Other sim cards tested on the device issue persist Same sim cards are working on different devices

On Thursday 26 February a person by the name of Vaughn called me (Reference number ***) to inform me that DSV Couriers would be sent to me to fetch the phone for repairs.

On Monday 2 March 2026 Ruduwaan Golding of DSV Couriers fetched the phone from me at my house. I took his telephone and ID Numbers.

On 5 March 2026 I received an e-mail from SSS Cellular CPT Quality Check including a OCQ report withresults for the repair done on my device. I checked both pages but could not find the words “simcard” or “simreader” or “sim” anywhere. On 6 March 2026 I received a Whatsapp from Samsung Service SA with the following message:

“Your Samsung Product SM-A256EZKDAFA repair is successfully completed ***. The Service Centre is in the process to ship out the product soon.”

I immediately followed it up with the following Whatsapp message: “Yes I received an e-mail from SSS with a report but could not see anywhere if and where the simreader was repaired. Could you make sure about that before the phone is returned to me please?” The only reply I received, was that their records show “that current the service center is awaiting collection from Courier company.”

On 14 March I contacted them again on Whatsapp. A person by the name of Sakhekile helped me and after the following discussion, told me the matter will be escalated.

Samsung: Sakhi Thank you for contacting Customer Support. All our agents are currently occupied with chats. You will be assigned to an agent as soon as one becomes available. Your patience is appreciated. Good day, my name is Sakhi, from the Africa Region. How may I assist you today?

Esther Strydom: A month or so ago I sent my phone to SSSCT SSS Tyger Valley for repairs. This phone is still under a valid warranty until 31 January 2027.

Sakhi: Thank you for reaching out. Esther. To provide you with comprehensive assistance, could you please tell me is there an issue with the device.

Esther: I received the phone back on 11 March 2026 and after two days it still had exactly the same problem. It only works with wifi, the simcard does not connect to any network.

Sakhi: I am sorry to hear that, kindly share your numbers or service order number with me.

Esther: Customer EST399 cellular number ***

Sakhi: Thank you, one moment as I check. Thank you for waiting, let us quickly run a test on your device. After that will have to escalate the matter to our Voice of Department for further investigation. Do you have a slip or repair slip from SSSCT SSS Tyger Valley for repairs

Esther: I will take a picture and forward it to you.

Picture

Esther: Please note that it says on this document at Customer Comments: No power, no charge. That was NOT my complaint. The simcard is not read by the simreader, and that was the problem form the beginning and still is.

Sakhi: Thank you, now this repair shop is not one of our Service Partners. Did you contact them and tell them about the issue and what did they say?

Esther: I did not contact them, I had a very long chat on Samsung's website, after which they contacted me and sent a courier to me to fetch the phone. I live 176 km from Cape Town. and there is no Samsung service centre closeby. Please scroll back to this message straight from Samsung.

Sakhi: Noted, let me escalate this matter for you. Please fill in the below for me.

Full Name and Surname: Contact number: Email address: Esther Strydom, ***, *** I need a new phone please. I cannot go on sending the phone to and fro and it comes back with the same problem. This phone is still under a 24 month warranty until 31 January 2027.

Sakhi: I fully understand, I will make the escalation for you, Esther and they will contact you in 24/48 hours.

Esther: So is this all for today?

Sakhi: Yes, that is for today, the escalation has been made.

Esther: What is your name and surname please?

Sakhi: My name is Sakhekile and surname due to the POPIA act we do not give out while on duty, Esther.

Esther: Thank you Sakhekile. I am waiting to hear from you asap. I am 73 years old and not very good with technology. So your patience is appreciated.

Sakhi: I fully understand, and I am sorry about the service you have received the matter has been escalated for you. Thank you once again for you patience, Esther.

Esther: Thank you.

Sakhi: We would like to express our gratitude for your steadfast support. As a valued Samsung customer, we're pleased to offer you a discount voucher of up to 10%, for use on our online store for any Samsung product. Please apply the code "1CHA" when redeeming your voucher. Dear Customer, we value your time engaging with us! Thank you for contacting Samsung.

On 16 March I contacted then again on Whatsapp. I explained the discussion of Saturday 14 March and they promised to call back within 3 hours. I explained that I live in Napier, 176 km from Cape Town and that there is no Samsung Service Centre closeby. They said they would send a courier to fetch the phone. On 24 March 2026, 8 days later, the courier from DSV Couriers arrived to fetch the phone.

For three full weeks I heard absolutely nothing again. On Thursday 2 April I messaged them again on Whatsapp, but after telling the entire story, was told that the service center’s staff are all away already for the Easter weekend.

Then I messaged them again on Monday 13 April 2026.

Good day, my name is Nomthandazo from the Africa Region. How may I assist you today?

Esther: DSV Couriers from Cape Town picked up my phone for the second time for repairs in Napier Western Cape last Tuesday 24 March but I have not heard anything about it yet. What is going on?

Nomthandazo: Thank you for bringing this to my attention, I will do my best to assist you. Esther Strydom please advise if you did receive the reference number or the service order number after they pick up of your device?

Esther: Repairs were done previously but phone came back with exactly the same problem. It went back on 24 March but nothing since then. *** service order dated ***6. Phone still had the same problem and had to be returned. I did not receive a new service order.

Nomthandazo: Thank you. Kindly hold the line while I check for you. Thank you for holding the line Esther. Please advise if you did not get a new service order number as the one you provided me with shows that they did deliver the device to you.

Esther: Repairs were done previously but phone came back with exactly the same problem. It went back on 24 March but nothing since then. I DID NOT RECEIVE A NEW SERVICE ORDER!!!!

Nomthandazo: Okay, kindly hold the line I will be with you shortly. Thank you for holding the line Esther. Please advise if you did receive any document after they pick up the device on your side?

Nomthandazo: Do you mean from DSV Couriers?

Esther: Yes I am sending you a picture right now.

Nomthandazo: Thank you Esther. Please hold the line for me. Thank you for holding the line Esther. Please note that on our system it shows that the repair of your device is cancelled as the device is blacklisted.

Esther: No no no!!!! It is NOT blacklisted. The simreader is out of order and cannot read the simcard and therefore not connect with any network. When every cellphone shop in Bredasdorp tested it, they first said it is blacklisted, until they put my simcard into another phone and it worked!!!! Then they tried several other simcards on MY PHONE and it would not read it.

Nomthandazo: Okay Esther, please contact the service center on: Phone: *** Email (Repairs): ***

Esther: There is no reason under the sun my phone could be blacklisted, as it is not a contract phone. I bought it from Takealot in November 2024. It still has a warranty from Samsung until 31 January 2027.

Nomthandazo: Please request that they do tell you why the repair has been cancelled from their side.

Esther: But SSS Cape Town tried to do the first repair! What does SSS Cellular in Jhb have to do with it. Where is my phone????

Nomthandazo: Okay Esther please note that I will escalate the issue for you so that the relevant department can further assist you with the repair of your device.

Esther: Thank you! Please tell them I cannot wait another 3 months to hear from them. But before you go away, WHERE IS MY PHONE????

Nomthandazo: Please note that your device is at our service center in Capetown as it shows on our system.

Esther: Please ask your management to call me urgently TODAY on ***. My phone has a valid warranty and it cannot be blacklisted for any reason. And please tell me: Why hasn't ANYBODY come back to me since 24 March to tell me the phone has been blacklisted???? It is the worst service I have ever been subjected to and I can assure you, you will hear from Hello Peter.

Nomthandazo: My apologies Esther, however I have marked your escalation as urgent so that the can contact you for further assistance.

Esther: When will they contact me?

Nomthandazo: Please note that our turn around time is 24 to 48 working hours.

Esther: Even when nobody tells me about the blacklisting from 24 March until 13 April???? 20 days????

Nomthandazo: My apologies about that Esther.

Esther: And why did SSS not blacklist it the first time it went to them for repairs on 3 March 2026????

Nomthandazo: My apologies Esther if they did not mention that information.

Nomthandazo: Please note that I have forwarded all the information to the relevant department Esther. My apologies for the inconvenience caused. I can only imagine the frustration you may have please rest assured we will assist you with your device. Please note that you will be called Esther for further assistance, once again we do apologize. Please note that I have marked your escalation as urgent Esther, they will contact you soon.