I bought the S7 edge and only used it for three months, it is almost a year now and it is still going in and out of repairs

I bought this phone in 2016. At the end of last year in 2016 I gave my phone in for the free repair on the screen. I gave it directly in at Samsung and nothing was wrong with the phone itself except for the screen when I gave it in for repairs. When I received my phone back, I suddenly received a quote that I needed to pay a fee for the phone that was suddenly broken and not just the screen. They took photos before I handed it in for the screen repair, which showed the phone was in working condition and only the screen was cracked. They thus said I don’t have to pay the fee and they will fix it. The moment after they called to say I can fetch my phone without any fees they said the phone was back in working condition and also the screen was repaired, but after a few days my phone heated up and even stopped working. Therefore, I took the phone directly to MTN and told them my situation. They took the phone in and again when I received it, the phone did the same… heated up and switched off for no reason. The very next day it seemed to work which gave me hope, but it didn’t last and it repeated its issues once again. I gave it in again at Samsung and again at MTN after that, after which my phone was sent in so many times to MTN that I didn’t have a chance to use or enjoy the phone. I have been patient and understanding until now, because how long should I wait to use a phone which had nothing wrong with its software only the glass on the screen which was cracked and a phone for which I still pay every month for but do not have. After I gave it in the first time, the IMEI was suddenly different from the box and when I questioned this, they said it may be that it was a factory fault. For the second repair, the phone was in for repairs for about three months!

A Few weeks ago, I went to MTN which sent my phone in for repairs to see how things were going and they couldn’t assist me and told me to phone Samsung who are currently repairing my phone… both the workers didn’t know what the other one was saying, making it seem like they were ***********. If they don’t know what is truly going on in their own firm, what type of trust should the client have in them? I’ve been there every week to see what was happening and still no results. I have contact them on several occasions to ask what is the situation and progress on my phone, that they are only fixed on a quotation which was send via sms that I need to pay a fee of R621,01 (invoice number A ********** ), but for what reason, they do not say and it seems like they don’t even know where my phone is at this point. I have phoned them again today 12 October and suddenly they said over the phone call that I need to pay over R7000 according to a quota that I have not even received. I have been patient for so long. I didn’t even have the phone for more than about three months and the rest of the time it was in for repairs (Still I am paying). They also can’t tell me how long the phone is going to take to be repaired. They don’t even keep me up to date with the progress. I am tired of paying for a phone that I don’t even use! Why can’t I receive the same service as when I had upgraded? According to me this phone is a dud and I am done waiting for this phone, I either want a full replacement of this phone or a full refund for all the months I have paid to have this phone. I can’t continue wasting my time, petrol and money on a phone struggle which never seems to end. I was a loyal client for over 20 years and this is how I am treated? I want answers and with the results that I am receiving now, I am with no doubt going to cancel all my contracts at MTN next year.

Neither Companies (Samsung & MTN) are taking responsibility for this issue at hand. I am very unhappy with the unprofessional service and it is very unacceptable to treat paying clients this way. I also find it unacceptable, ********* and unfair that I still have to pay for a phone that I am not even using.

I have even been pushed to the point where I had to get another phone to use, because I did not have a device for communication because it was sent in for repairs and still has not come back. This is shockingly poor service from both Samsung & MTN.