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Dino G

1 reviews | Active since Oct 2017

17 Oct 2017, 13:19

Horrible and uninformative service!!

On the morning of 19/09/2017 I woke up and my Samsung galaxy S8 smartphone, which I had taken out on contract on 03/05/2017, told me that there was water in the charger/USB port. Surprisingly because I have never dropped the phone in water. Anyway I took the phone to Vodacom at Mall of the South and they told me to take it to the Samsung store in that centre as it is a fault with the phone because it is supposed to be water proof. I took the phone in and a very uninterested employee eventually came to help me. I told him what the issue was and he looked at me and said "Ya you must just book the phone in for 2 - 3 weeks, maybe longer." This is what I did.

On the 22/09/2017 I received an sms with my job number, JC143974, from the Samsung Smart Care Centre. On the 12/10/2017, more than 3 weeks after I handed my phone in I had still not heard from Samsung. I the phoned the Samsung store at Mall of the South and they told me they do not have the phone and I should call the Samsung Smart Care Centre in Contantia Park. I tried to call them 4 times and there was no response. Eventually I phoned and got through to someone at Samsung SA on 0 ********** .

I spoke to a consultant for 14 minutes and 35 seconds. He said that my phone had been repaired at *** Cellular in Boksburg and is now back at Contantia Park. I then asked if I am supposed to go and pick up the phone or if it will be delivered back to Samsung at Mall of the South, where I handed it in. He proceeded to tell me that he will keep in touch with me, either via sms or a phone call, to let me know what exactly is happening. He never did!

Today on 17/10/2017, now 4 weeks since I handed my phone is, I phoned Samsung SA again to find out what is happening with my phone. After a 26 MINUTE LONG PHONE call with a consultant I was told again that my phone had been repaired by *** Cellular on the 28/09/2017 and is now in Constantia Park, which is closed until further notice. Not once did I receive an sms/phone call/e-mail informing me what was going on.

I am utterly disgusted with the service I have received from the beginning. I do not know where I stand now or when I am going to be receiving my phone back. No one can give me an answer and no one responds when they said they would keep me updated.

I have had Samsung for 4 years now and this WILL BE the last one I have. Thank you Samsung.

0
Replies (2)
Samsung South Africa
Samsung South Africa's reply17 Oct 2017, 15:50
Official

This is to acknowledge receipt of your complaint.

Kindly note your query has been escalated to our voice of customer team under reference number: ***

A senior customer service executive will contact you with further advise on this matter.

Regards

SamsungSA

DG
Dino G's update07 Nov 2017, 10:26
Reviewer Update
So after having eventually received an sms saying my phone was ready for collection at Mall of the South on the 18th of October, I collected the phone on the 19th. When I collected my phone I noticed that my screen protected had been removed. I then asked where is screen protected as it cost R550.00 and I want it back. He said I should phone Samsung SA so log a query, so I did. After a 25 MINUTE long phone call, I was told that the matter would be escalated and Samsung would get back to me that very same day, not to my surprise, they DID NOT. On the 23rd of October was the next time I heard from Samsung. I was asked to forward the through the paper I signed when I handed in the phone. I told the woman that I no longer have that paper as they took it away from me when I collected the phone. I said she should phone the Samsung store at Mall of the South and ask them for a copy because surely they have one... Now today, almost 3 weeks since I collected my phone I received a phone call from Samsung. I was told that Samsung had sent the papers to the Samsung Customer Care Centre in Constantia, which is closed until further notice so they cannot retrieve the papers and therefore my complaint has been rejected. It is not my fault that the phone had a fault after 3 months and had to be repaired, the consultant at Mall of the South took my cover off and removed my sim card but did not take off the screen protector, why? I did not know that they would be removing the screen protected and not replacing it, I don't work at Samsung so it would have been great if I was informed. Samsung SA expects me to go and spend another R550.00 on a new screen protected only to have another problem in 3 months time and go through all this trouble again, NOT A CHANCE!!!!! Again, thank you Samsung SA for showing your true colours when it comes to customer service.