Feels like I am being ****med!!!

I am not one to complain but I cannot believe the service I am receiving from Samsung. I have the Samsung Flip 3 phone which I purchased on 09 September 2022 from CellC in Canal Walk. The screen protector on the phone started pulling away from the phone and dirt was getting underneath. I took the phone to CellC to ask if they could assist with a new protector screen, and I was told that I needed to take the phone to Samsung in the mall and that they would be able to assist me as only they can repair it. The lady also gave me a copy of the invoice to take along with me as proof of purchase. She further informed me that my warranty expires in October and that I need to ensure I take it before then.

On 28 July at about 7 or 8 pm, I went into the Samsung store at Canal Walk. I was informed that the two guys who work in the customer service section were both off. The guy whom I assume is the manager (Shaun) told one of the sales guys (Tarick) to take down my details and take my phone in so that the customer service guys could send it away to be repaired (new screen protector put on) for me the following day. I received no documentation at all to say that handed my phone in. Tarick asked Shaun why the phone needed to be sent away and not fixed in the store, to which Shaun rep**** that the phone gets a free screen protector under the warranty.

On the 5th of August, I called and followed up on my phone. This call made me very uneasy as I spoke to Tarick, who then put me through to Jeremy in the customer service department. Jeremy told me incorrect information in that my phone was sent away and a quote was issued and awaiting approval from CellC. He even emailed me a reference number when I told him that I had no documentation proving that I gave them my phone. So my understanding was to wait for approval from Samsung to replace my screen protector.

On 12 August, I gave the store a call again. I spoke to a very helpful Ethan in the customer service department this time. When I supp**** him with the reference number Jeremy gave me, turns out it was someone else's device. When I explained my situation to Ethan, he went to have a look and found my phone in the store... it was never sent away. He assured me that he would get the phone sent off the same day, which he did.

Today, 14 August, I went into the store to find out if my phone was back yet. Ethan informed me that he received an email regarding my device, with a quote attached that needs my approval. Let me be clear here... the ONLY thing wrong with my phone was that the screen protector needed to be replaced under the valid (as informed by CellC) warranty. The quote stated that the device was out of warranty. It was also for the amount of R11 499.00. Apparently, my Battery Main and Battery Sub needed to be replaced, along with the Cover screen, Window glass, and ASSY SMT-OCTA (whatever that is).

When I told Ethan that there was nothing wrong with my phone and that I only wanted the screen protector replaced, he told me that to decline the quote I needed to pay R250.00 or I need to pay R11 499.00 to have it repaired. If I paid the R250.00, he can get the phone back to the store where one of the guys (forgot his name) in store can replace it for me.

I am so fuming because it is more than two weeks later. The only person who seems to know how to do his job and know what is happening in the store is Ethan but it was too late for him to help me as the quote was already issued. I am held at ransom to pay money for a quote that was not needed, a quote that feels like it is ****ming me.

I hands down love my phone but I don't know if this kind of service and treatment is worth it.