Horrible Repair Service Experience

Horrible and disgusting does not begin describe the awful service I received from Samsung The Grove and Samsung South Africa!! This was my second time making use of this service center to get my screen replaced with SMC. The first time they told me that it would be between 7-10 working before I can come and collect my phone. After battling with them for more than three months I finally got my phone. But with a horrible experience. I ended having to go and sit in their store and watch them fix my phone in order to get the job done. I lodged so many complaints on as many platforms as I could, but Samsung did not regard my problem as something to respond to. Nothing, absolutely nothing was done to improve there services.

Then now a year later I broke my screen again, but since I pay them R70 a month, I am supposed to get good service and two screen repairs in a two year period. I feared giving them my phone this time as I need it and didn't want to go another three months without my phone, but I took the chance and hoped that the previous experience was just a flook and that this time I will receive my phone back within the promised 7-10 working days.

What followed was even worse than previous! I gave them my phone and started waiting patiently. After not receiving a call back after 14 working days I decided to phone them to check on my phone. And after 14 days, the parts weren't even there yet. Whether they forgot to order them or the distribution center has just not made it a priority, I do not know. Then I started pressing them to get my phone finished, I phoned everyday. It seemed now that this was the only way to get them to do anything or make any progress at all. A few days later the parts had arrived and the technician said the phone will be ready in two days. Then after driving 70km to Pretoria to collect my phone they let me know it was not ready yet I should give them another week. Then the following weekend I drove there again to collect my phone, but then the technician told me that they had accidentally sent my phone to Wonderboom after finishing it and the technician and the manager said that they will get it to me the following day or two as it just needs to be couriered there. Then after phoning them continually for two days, they finally admitted that they **** to me and that the back of the phone was cracked in the repairing process and they were trying to buy themselves some time to get a new back as they only had a blue S8 back. I said that I do not mind colour and that would be fine, but for some reason they can't put any urgency on my phone and return it in the wrong colour. I would like to repeat that the manager of the "very professional" company store, blatantly **** to me!

I am currently still waiting on them to give me my phone back, but the technician dealing with my phone is off for the day, maybe even the week.

The staff at this place are *********** up to the point that if something small goes off track they have to resort to this type of behavior and keep there loyal customers waiting without their belongings for months.

I have no idea if this post will even be read or responded to by anyone at Samsung South Africa, but at least some people might be able to avoid this service center and save themselves the trouble I am going through. I would also advise anyone trying to decide on phone to use, to rather get something other than a Samsung unless you are dead certain that you won't brake it.

I copied this post from my Google review. It is months later now and Samsung still has not formally apologized or shown any form of concern for the troubles I had.