Horrific Service and don’t care attitude from multiple departments and different employees. Samsung is my worst nightmare ever

*I booked in my samsung s6 edge phone at Constantia Park service centre on 04/10/2017. Jason took my phone to assess the phone and he confirmed that the battery is swollen and as the resut, pushed the back cover open. Jason told me that if the phone is less than 2years old, the warranty will be sufficient to repair the phone. I was advised that the phone will be taken to SSS for repairs because the Constantia centre does not do repairs onsite anymore because of business issues they have with samsung head office. I emailed proof of purchase to ********** the following day (05/1/2017) as instructed by Jason.

* I got no update from Constantia service centre so I went back on 07/10/2017 to enquire about the repairs. I spoke to service manager who told me that nothing was done yet but he will ensure that the warranty claim is send through the next Monday to Samsung head office for approval. *On 10/1/2017, I phoned samsung customer care line and they transferred me to Service Tracking department and Mark took my call. Mark asked me to send him a detailed email of events from the start. I emailed to ********** on the same day. Mark advised me that he will send Constantia Service Centre manager an email to verify my statement. I made 6 calls to Mark from the 10th to the 18th of October 2017 and he kept on telling me different stories to dismiss me. One of the stories was that he will escalate the matter to his manager to intervene because he is not getting a reply from Constantia service centre. I got agitated and demanded a feedback and then he told me the warranty claim is declined. I asked him on what basis because i was told by samsung official that the warranty will cover for the repairs, he had no answer for me.

*17/10/2017- I then logged a complaint on Live Chat and it was escalated to VOC department where i dealt with Barbara who was rude and lacked phone etiquette and was very unprofessional. I lost my cool and demanded her manager's details. She refused to let me speak to her manager. I sent an email to ********** to request assistance on my query, i received no reply.

*18/10/2017 - I managed to get VOC dep manager's email address and I sent him an email on ********** I still did not receive any feedback or acknowledgement.

* 20/10/217 - I logged another complaint on Live Chat and was escalated back to VOC. I phoned VOC again and spoke to Shaun Reddy who tried his best to get rid of me by telling me that my phone was delivered to Constantia park service centre on the 02/10/2017 from SSS repair centre. I told him he is lying to me because i have just told him that my phone was booked in on the 4th of October, 2 days after the date he told me abut. I forced him to phone SSS to find out about my phone. He came back and told me it is still not repaired. I asked him to escalate the matter to his manager because i was promised that the phone will b repaired at no cost by samsung official when i booked it in. He came back and told me they cant repair it because it is my word against Constantia service centre word and the service centre is closed so no one can verify my claim.

*23/10/2017 - I am desperate to get my phone back, so i phoned VOC again hoping to speak to a different person and Kagiso took my call. I was surprised when she said my complaint was not allocated to anyone and there are no notes. I told her that i spoke to two people in her department who were working on the matter, the answer i got was "do you want me to ask them about it or assist you by logging a new reference number and start dealing with it?"

****I am appalled by such awful experience I continue to experience with such a big brand that does not care about clients and spit in their faces like that. On 25/10/2017 will be the third week since my phone has been booked in for repairs and I still dont have constructive feedback while i continue to be phone-less.