Horrible product and worst service (stay away from the freestyle gen 2)

I purchased a Samsung Freestyle Projector from your online store in September 2025. After less than three months of use, the device became completely faulty (motherboard).

5 January 2026: I brought the device to your authorized repair center, MM All Electronics in Rivonia, where staff were helpful and efficient. They tested and confirmed a motherboard fault and booked my device in. 9 January 2026: I received a call confirming that I would receive a replacement device. The representative verified my delivery address and confirmed that the faulty device is still at MM All Electronics. I was told someone would contact me the following week to arrange delivery of a new device.

week 3 of being let down.

Week of 12 January 2026: Despite the promise, I received absolutely no communication whatsoever. 16 January 2026: After waiting all week, I called your service center on Friday and spoke with Zanele. She struggled to locate my ticket details and seemed unclear about the next steps. Shockingly, she asked if I had contacted the store where I purchased the device - information that had already been provided and confirmed in previous communications. When she attempted to transfer me to yet another person, I refused and requested a callback with resolution before end of business that day. No callback was received. 19 January 2026: I called the call center again asked for Zanele and finally got through to her, she then confirms my address and says she will confirm collection, last I heard from her. She promised to give me an update but just like everything else failed to follow through. 20 January 2026 (TODAY): Your delivery driver called stating he was coming to collect from me - the complete opposite of what was arranged. He should have been delivering a replacement device to me.

I have once again had to call your service center today, using my personal time and airtime. I requested to speak with a manager and was told Dimakatso (the manager) would call me back as she is currently in a meeting. Still no call back My Concerns:

A simple replacement process has dragged on for over two weeks due to poor communication and coordination within your service department. I have made multiple calls at my own expense and taken time away from work repeatedly. Promises of callbacks have been broken multiple times. Basic information that should already be on file continues to be questioned. Today's delivery mixup demonstrates a fundamental lack of internal communication.

This level of service is completely unacceptable for a premium brand like Samsung. I purchased this product in good faith and have been met with nothing but frustration, wasted time, and broken promises while trying to resolve a warranty issue. What I Expect: • Immediate resolution of my replacement delivery - I need confirmation of when my new device will actually be delivered so I can plan accordingly. • Assurance that the faulty device will be collected from MM All Electronics as originally agreed.

I expect a response to this email within 24 hours with a concrete action plan. I should not have to chase Samsung for a resolution to a problem that was not of my making. I await your urgent response.