*********** and inconsistent

I am appalled at the level of incompetence of your Buy and get team.

On the 27th Dec we bought a washing machine that was also part of the buy and get promotion, where one can get a R3000 voucher.

On the 30th Dec I whatsapp’d the number stated on the pamphlet we were given at Game in order to get the voucher, and was advised I will receive the reward registration pin via sms.

On the 3rd January 202I I sent the documents to the provided number.

On the 4th there was a message on whatsapp stating that the chat has been closed, I need to contact them again during working hours.

On the 5th I sent the documents again.

On the 6th they sent another message stating the chat is closed, and I responded back with the documents.

Not even once did any of the agents decide to reply to my message and acknowledge receipt of the documents. All I ever got was automated responses.

On the 7th I got the same response, and I then called the number provided when initially registering. I spoke to someone called Dawood who advised me that the documents were received, however, the one they required was the A4 one we were given at game. I then sent the document and called to confirm if he received it. Dawood confirmed receipt of the document and said he will send it through to his team leader to compute the voucher and I will receive it within 2 days.

A couple of days later I received an sms stating I should send the documents on email because they cannot be verified. I do not understand why I was not advised this by Dawood, if there was anything wrong with the document he should have advised. Nonetheless, I sent the requested documents. My partner called them and forwarded the documents on the same day. We still did not get any acknowledgement of the documents.

My husband then called them and they advised that he should be sending the documents and registering since the receipt shows his name. After almost 3 weeks of back and forths, there was no one who thought maybe they should advise of this, even the sms notifications that get sent through do not even advise of the issue why the documents cannot be verified. As if that is not enough incompetence, they advised him that he now has to put the receipt on top of the other A4 receipt.

Samsung is such a big company and I fail to understand how they can have such horrible customer service. If I did not know better I would say this buy and get offer is just false advertising. Everything I have stated above proves that you are in breach of the Consumer rights number 5, 6 and 7.

I request that this issue be resolved within 24 hours, if not, I will be forced to take this up with Consumer Affairs. Contacts ***; *** or ***