MISLEADING ADVERTISING AND POOR SERVICE

<p>ADH and Samsung refuses to uphold its promise of guarnatee and uses it to lure consumers into buying their product and staff refuses to give me contact details for supervisors to escalate problems to higher authority.<br />I received my Vodacom phone, a Samsung S6 Edge (IMEI : ********** ********** 6), in August of last year from Cellucity, Melrose Arch. Only earlier this year I found out by accident from a friend that there is an app I must download to register my warranty on my phone (why this is not communicated freely by agents of Vodacom and Samsung is beyond me!).<br />On 29 May this year something happened to my phone in my pocket (I think I bumped against something) and I found that the screen was cracked. I contacted the Samsung branch in Brooklyn Mall, Pretoria who said I must use the app. I tried using the app unsuccessfully as it gave me an "expired" message. I e-mailed ADH on 30 May 2016 to ask for assistance. They asked for my IMEI number which I provided.</p> <p>As I work in Lephalale, I only get home to Pretoria once a month and work very long hours. Due to the very unhelpful/unwilling staff of the Lephalale Samsung branch, I went to the Grove branch in Pretoria with my proof of purchase who wanted to take my phone in but could not provide me with a loan phone (an article online stated that ADH provide a loan phone?). I understood that someone from ADH would have contacted me. As no one contacted me and the 086- number always have "very large call volumes" when I tried calling, I planned to visit the Grove branch to find out what to do next on my next visit to Gauteng. The rude and unhelpful experience in the Grove Store by a person (Ms Naicker) claiming to be the Manager (?) Today I again tried the 086-number and after a very long wait was told by the operator that "there is nothing she can do" as the the phone is now out of its warranty period. I tried explaining that I understand that fully but that I contacted them since May. She referred me to ADH and she refused to let me speak to her supervisor (Why is that?) and said I must contact Samsung. After another phone call and wait the operator told me that "there is nothing she can do" and that I must contact ADH, refusing to give me the contact details or connect me with her supervisor and just cut me off.</p> <p>I do understand that the device is now out of the guarantee period. But it was not at the time I contacted you about it and i could not hand it in at the local Samsung branch. Do not say there is nothing you "can" do when you mean that you do not "want" to do anything!</p> <p>I hope that you have someone (from Samsung/ADH) that understands "customer service" and that it is not merely a logo above their desk.</p> <p>Thank you in advance</p>