Longevity of a business

Sooooo..... An open letter to Samsung South Africa

This afternoon I have had two heated conversations with both Kagiso and Sebastien in the Customer Care Call Centre with regards to a Gear Fit 2 purchased late October 2016 for my Fiance. The summary is quick as follows:

1) The strap on the watch is flimsy and doesn't clip well (Not durable or reliable enough in my opinion for a fitness based watch). 2) On 16 August 2017 (watch is only 8-9 months old)the strap broke next to the face of the watch while walking briskly. This resulted in the watch falling on the floor and cracking the screen. (Please note this is irrelevant to Point 1) 3) The watch was taken to Samsung Constantia Kloof following which we received a quote on 03 October 2017 for the watch to be repaired for R2800 (To put this in perspective a new Gear Fit 2 is selling for R1999 at Makro) 4) This was immediately taken up with Samsung Customer Care by both myself and my Fiance on numerous occasions for the following reasons: a. Surely the watch has a reasonable Latent Defects Period b. How can the strap of a Fitness Watch not even last 9 Months c. If the damage to the LCD is a result of a latent defect then this should form part of the claim 5) We contacted Samsung numerous times thereafter with out ever getting a concrete response on the way forward. (I note in this period I was told the watch was lost, they would escalate to a manager, they were inquiring about a discount).

UNTIL TODAY

After much heated debate the conclusion aroused by Samsung is that the watch has visible damage and thus, the warranty is void. (Please read up, i know it is damaged. The strap broke and thus the watch fell on the floor. This is my exact complaint)

Furthermore, it is my fault for not reporting problems to Samsung that the strap was not clipping in firmly all the time. Thus, if I had done this my case would have been considered. (Again I need to note how does the strap not clipping in firmly relate to the strap breaking away from the face of the watch?)

Thus, flabbergasted by the shortsighted view points of your Customer Care Department I would like someone from Senior Management to understand this simple calculation.

I proposed to your department that if they gave us a R600 voucher for the strap that failed (The least we are owed as that was the primary latent defect) we could purchase a new Gear Fit 2 at R1999 - R600 = R1399 and potentially walk away aggrieved with the situation but appreciative of the effort. Instead your department has clearly stated no compensation/compromise will be reached.

Thus, I note the following Samsung products purchased by me personally since 2014: (Please note these are RRP not what i paid. I do not have slips with me now)

June 2014 - Samsung S3 Mini R1 999.00 August 2014 - Samsung S5 Mini R5 870.00 August 2014 - Samsung Combi Fridge/Freezer with Dispenser R5 999.00 December 2014 - 2 x Blu Ray 3D Home Theatre Systems @ R2 999. 00 April 2015 - Samsung J1 R1 599.00 December 2015 - Samsung 49" Smart TV R7 999.00 August 2016 - Samsung S6 - R8 499.00 September 2016 - Samsung A5 - R 4 999.00 October 2016 - Samsung Gear Fit 2 - R3 299.00 July 2017 - Samsung S7 - R8 999.00

The above equates to a Grand Total of R52 261.00 spent on Samsung Products in the last 3 Years.

If this trend continues at the exact rate I will spend R522 610.00 (Half a Million Rand) on Samsung Products in the next 30 Years. However, it is more likely to increase as i develop a family, expand my assets and product prices inflate. Thus, i would estimate this amount to be between R1 Million and R1.5 million on Samsung Products in the next 30 Years in today's money. This is money invested into your company that has and will be used for R&D, Salaries, Profit and Marketing.

Thus, I conclude. I am a Samsung Fan who has always believed in your product. Who bought an S7 Despite "Bomb Jokes". However, I have presented a problem to you as I feel aggrieved by the performance of this watch. I categorically state it has not been abused. Coming from a Customer who has NEVER replaced a screen on a Samsung Phone (Please check this). I request one last time this case is reviewed BY SENIOR MANAGEMENT for the longevity of this relationship and to restore my faith in your product. Failing which I will have no choice but to walk past Samsung products for the foreseeable future.

Please don't test my resolve on this matter.

Neil Gardiner (Loyal Customer)

Model Number: SM-R3600Z Serial Number: R5AH704JQWD Job Number: ********** 473