Misleading Customers

<p>On Sa****ay the 21st of May 2016 I took my fiancé through to Samsung service centre in Constancia, Roodepoort. She had accidentally drooped her S6 Edge the day before while packing her study bags into the vehicle. Needless to say the screen cracked! However she was not to badly concerned as the functionality was still in good working order except for the glass being cracked. She heard people saying that Samsung will replace the screen once or twice depending on your device. So the moment of truth had arrived. I took her to the service centre that Sa****ay morning early. As we entered we had been greeted by a gentleman who assisted us straight away and took the phone from my fiancé and still told us that the S6 does come with one screen replacement. However we would require Proof of Purchase to get the screen approved. After telling him that we dod not have it with us, he rep**** and said " its not a problem, you can book the device in and just email us the POP". He further mentioned that it would only take 3days for the repair should they have stock and 7days should they need to order stock. Overwhelmed by this good news my fiancé proceeded to book in the device. They offered to provide a data back up at a cost of R250 that we declined as we had done the smart switch to my old S5 just before leaving our house. Now that the device had been booked in we just had to be patient.</p> <p>After 6days I received an email from Samsung indicating I need to approve a quotation for the repair of the device. I contacted the service centre and spoke to a lady by the name of Clara, she would not assist me with the query of "why do I receive a quotation from Samsung after they told me in person that the S6 comes with a free screen replacement". She kept on telling me that the device is out of warranty and therefore the screen replacement is not valid. Why was this not explained to me before booking in the device. Furthermore if I don't accept the quote I will need to pay a R200 cancellation fee. Nothing of which had been explained before hand to any one of us. They were so eager to book in the device knowing that this is the way they do business with their customers. If this had been explained to us, I would have told them that I would rather get the device repaired at the China mall as it would be a fraction of the quote they sent me. Just to replace the glass they quoted me R3800. I can buy a S6 on gumtree for that price. This is proof that they de***** their customers by promising the world and delivering the same service as we get from government departments. Pathetic service to say the least. Sad to see that they have to mislead their customers to make money from innocent consumers. I am shocked that the lady calling herself Clara even got a job at Samsung service centre as she does not have any customer relationship s****s. She is ****y and rude with no respect to customers. If it was not for the customers out their she would not have a job. She even gave me the incorrect surname when I requested it. When asked for a reference number for the call she rep**** and stated that they don't have this facility. When asked to speak to her manager she rep**** that he was in a meeting, this was 16h15 on a Friday. This is very convenient for her strangle enough. The only meeting at 16h15 on a Friday I can think of is one at the bar. Can't believe the excuses from this lady. She should not be there.</p> <p>Samsung is taking their customers for granted and treat them like puppets. Don't believe what they tell you. Get it in writing before you leave. They would just deny and not own up to misleading customers. Obviously they have been told to achieve numbers and targets any way possible, so thats what they are doing!!!</p> <p>With this incident taking place I would never buy a Samsung device again. Their is a reason why people prefer Apple over Samsung. Service at Apple is honest and you know what you get. They don't mislead consumers.</p> <p>I hope any future customers read this and change their mind and proceed to the opposition instead to receive the service we as customers pay for.</p>