Hellopeter
Share Your Experience
RM
Renate M

1 reviews | Active since May 2014

28 Feb 2022, 13:30

Faulty Samsuns A52

Re: Samsung Electronics South Africa. 2929 William Nicol Dr, Bryanston, Johannesburg, 2021. ***

I logged a call with Samsung Electronics on the 23rd of February 2022, with regard to my faulty 2 month old mobile device. My initial conversation at this office was with Kosikana who advised that he will escalate my call and turnaround time for a response from this escalation will be 24-48 hour. (this was on the 23rd of Feb 2022) I have since tried several times to contact Kosikana but to no avail. I have had to repeat myself to several different agents. My last call today 28th Feb was with Thami who also advised that he will escalate my call (call ref *** and escalation ref: ***. I was on the call with Thami for over 30min when the call cut. I have been trying to contact him but because it is a call centre, I get through to a different agent every time and I am then obligated to go through the whole process again. Samsung agents have my contact details but to date no-one has attempted to call me with regards to my query. I would like to urgently have this matter resolved as I am paying for a device that is not even in my possession because it is faulty and I am not getting any resolution to my problem

0
Replies (3)
Samsung South Africa
Samsung South Africa's reply28 Feb 2022, 13:30
Official
Good day Renate   , 

Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused. 

We have noted your concerns and we are currently investigating the matter further. 

Your complaint has been assigned to our escalations department and we will be in contact with you. 

Regards, 
Samsung 
:^NM    
RM
Renate M's update28 Feb 2022, 14:56
Reviewer Update
Resolution -Samsung advised that the 2 month old Samsung A52, was bent due to user negligence and I should take this up with the ombudsman - USER NEGLIGENCE ??????? REALLY
RM
Renate M's update08 Mar 2022, 10:54
Reviewer Update
So Last week I received a call from the one of many Samsung customer care / complaints advisors, who did a follow up call to find out if my complaint has been resolved. I informed her that Samsung referred me to the Ombudsman because they are adamant that I damaged the device and should I wish to escalate this issue, then the ombudsman would be the route to go. She advised that she will escalate my query once again to the seniors at Samsung to see if there is an alternative. She was going to call me back the next day. One week later still no response. I did try and call but getting through to the same agent proves to be mission impossible.