Horrible, Terrible service at the Samsung shop at the Grove Mall!!!!!

I have had the most horrible experience with this company.

My cellphone has a burnt screen, which this shop advised me is a Factory fault.

In less than 2 months time - my screen (new one fitted by this shop) burnt again - I called them to find out what permanent fix can be implemented for this not to happen again and the following happened:

I called them, asked to speak to a Manager - I was advised she is busy, I asked to hold on for her. The lady at reception then did not place my call on hold, simply just put the phone down on the counter and continued to speak to her colleague and making jokes while I held on for about 7 minutes. I yelled and called out for her to pick up the phone, which never happened. I then dropped the call and called back. I then proceeded to tell her about my disgust in what just happened and her answer was "Well you wanted to hold for the Manager"

I then asked to speak to someone senior and was transferred. I told the guy who answered of what just happened, and he could not care any less - I advised him of my current issue and his answer to me " Call our Customer Service number and speak to them" - which I ended up doing.

I spoke to Kirsten at the Customer Service centre and she was awesome. At the time that she requested my IMEI number I was not in the office, I told her I will call back, but when I did she was in training. So I never got to log the VOC for this issue.

I went in to the Samsung The Grove shop on Sunday 29.04.2018 and received assistance from the Manager. She advised that they will do everything in their power to get the phone swapped out (exchanged) as this is a re-occurring issue. She then promised to call me by latest Tuesday 01.05.2018 - this never happened.

I called in today 02.05.2018 - and once again got the worst ever service. Spoke to the receptionist the first time, she advised the Manager is not in today, I then asked to speak to someone senior and was told that this person is not available. I asked to be called back like every time I called in. They then called my husband back...Don't understand this but nevertheless.

When I did not receive a call back I called again 2 hours later requesting to speak to the 2 IC and the call got dropped on me 4 times. I was then advised there is an issue with the phone lines. When I eventually got through to the 2IC I was told of the call to my husband, and that they have not received any feedback regarding my phone.

What is happening with Customer Service at this Company? Do they even know what this means? They way that certain staff at this shop treat their Customers are horrible!! I would advise everyone to stay away from this place!!!!

I am almost certain nothing will come of this complaint, but I hope that people will read this and realize to rather not waste their time at this particular shop.