*********** Repair and Quality Control - 46 days after claim and phone still broken!

Samsung Galaxy S7 - Samsung returned phone still broken! Phone repair done 43 days after complaint escalation to Samsung and was only available on day 45! This after being told repair will only take 2 - 3 weeks. Certainly did not meet your service delivery promise or client expectations.

Phone does not charge or switch on! Excuses included 'system down', 'no parts in SA' and no rep**** to calls to repair outlet in Samsung Canal Walk branch or any escalation even after 3 Branch visits. Do all customers get treated in this disregard?

Samsung Galaxy S7 Edge SM-G935F 1. We took cell under ADH warranty to Samsung Waterfront who told us to take it to Samsung Canal Walk for faster service! We booked cell in on at Samsung Canal walk store on 20/08. 2. Agent advised us that the repair would take maximum 2 – 3 weeks 3. On week 3, we went into Branch (as no one answers calls) – told that system was down and they could not track repair 4. Following day – a call to branch: no one answered (and this was the case many times) 5. Once Branch answered call, again told system down, and then told that we must follow-up daily! 6. 13/09/2017 – eventually get an e-mail stating that claim had been registered - 25 days after handing phone in at Samsung Canal Walk 7. E-mailed ADH – told us they can’t assist and that we must deal with Branch 8. Follow-up calls to branch: after 28 days we get told that there are no cellphone parts in South Africa to fix the device!!! 9. Escalate to Samsung SA - they get repair agent to call and only then do they start to fix phone. 10. 3 more calls to repairer - phone sent to Branch 11. Collect device - BROKEN still!

Is this now the new level of customer ‘service’ we are to expect from Samsung South Africa? 0 accountability or repercussions and get told to complete a 'Survey' - how is completing a survey going to ensure that we get accountability and service and a phone that works?