1 reviews | Active since Oct 2016
Free Screen Replacements but no parts to replace them with?
<p>Hi</p> <p> </p> <p>So... I upgraded to Samsung S7 Edge about 5 months ago thinking it was time for a change as I have been using the likes of Sony, Nokia and Huawei prior. Even though my friends said I should get myself one of the new Huaweis as they come with a free screen replacement should you damage it I figured I'd give Samsung a shot and they too offer a free screen replacement.</p> <p> </p> <p>Long story short, my phone screen got damaged last Friday so I spoke to a Samsung rep in a mall near by me and he advised me to go to either the V&A Waterfront, Canal Walk or Tygervalley branches to get my screen replaced. I then called the branches and was told that they do not have the parts for my silver S7 Edge and are not sure when they will be receiving any because Samsung has not sent them the parts for some time now. </p> <p> </p> <p>Heres my problem, the S7 Edge is a premium device worth 16k+ with a free screen replacement, how can Samsung South Africa not have the parts available?? I now sit with an unusable device and Samsung cant fulfill the service its promised.</p> <p> </p> <p>PS. I called the Huawei service centre in Canal Walk and they have parts for the P9. Now we know why Samsung has been losing market share.</p>
Good day Abdul,
We have noted your concern, thank you for bringing this matter to our attention.
We have referred this matter to our Voice of customers division who will be in contact with you in this regard.
Our sincere apologies for any inconvenience you may have experienced in this regard.
Herewith your VOC reference number: ***
Kind Regards
Samsung SA
Good day Abdul,
We have noted your concern, thank you for bringing this matter to our attention.
We have referred this matter to our Voice of customers division who will be in contact with you in this regard.
Our sincere apologies for any inconvenience you may have experienced in this regard.
Herewith your VOC reference number: ***
Kind Regards
Samsung SA
Hi
Thank you for the response and ref no. Will anybody be contacting me with feedback?
Hi
Thank you for the response and ref no. Will anybody be contacting me with feedback?
Hi
I finally got a phone call from the customer service dept.
I was advised that I should book the phone in at the Canal Walk Samsung branch and then would have to wait up to 21 working days and if by then there are still no parts available my case will be escalated for a swap out? Seriously?
It took 3 WORKING days for you guys to call me to tell me that?
This is the last Samsung device I ever purchase, your customer service has deteriorated so much in the past 2 to 3 years. This is why your reps are struggling to take back the market share you once had.
I will book my phone in and await resolution. Thank you for spoiling what was until Monday past a good and pleasurable experience.
Hi
I finally got a phone call from the customer service dept.
I was advised that I should book the phone in at the Canal Walk Samsung branch and then would have to wait up to 21 working days and if by then there are still no parts available my case will be escalated for a swap out? Seriously?
It took 3 WORKING days for you guys to call me to tell me that?
This is the last Samsung device I ever purchase, your customer service has deteriorated so much in the past 2 to 3 years. This is why your reps are struggling to take back the market share you once had.
I will book my phone in and await resolution. Thank you for spoiling what was until Monday past a good and pleasurable experience.