NO CUSTOMER SERVICE!!

The following e-mail was sent to Samsung head office yesterday. I still haven't received any response.

Good morning

Job no: ********** 593 - My son's Samsung J7 Prime's camera cracked. I took it to Samsung in Somerset Mall on 16/3/2018 where Jamie assist me, I was informed that the camera will be repair under warranty as the phone was bought 4/1/2017 and was still under warranty. I still asked him if he was sure and he said it will definitely be repaired under warranty and that it will take about 3 weeks before I will have the phone back. I phoned the store 3/4/2018 three times, left messages as Alfred was the only person that can go into the system to check what's happening to my phone........no-one phoned me back. The next day I phoned again, Brandon answered the phone, he promised to find out what's happening and phone me back. He did phone me back and asked me if I received a quote from Samsung for the repair, I then told him that I haven't received a quote and that I was told that the phone will be repaired under warranty. He said all that he can see on the system is that the phone was booked in. Apparently Jamie that helped me the originally is now working at head office.

Yesterday morning I received a call from Alfred (Samsung Somerset Mall) asking me if I received a quote from Samsung. I told him I haven't , but that I was told that phone will be repaired under warranty. He then told me I must come fetch my phone as they can't keep it any longer and that we can send it in at a later stage again. I asked him if the phone is fixed, he said no. They had the phone since 16/3/2018, I was never contacted during this time and nothing was done to the phone!!!

Yesterday afternoon I went to Samsung Somerset Mall to speak to the manager, JP, he gave me the phone back and told me that it's the company they use for the repairs that's at fault and not Samsung. He even went with me to Dion Wired so that the guy there can help me to send the phone to the company they use for their repairs. Unfortunately he wasn't there and apparently he is off today as well. So I still have the broken phone with me.

I dealt with Samsung, NOT Unitronics of Dion Wired. Samsung's customer service is UNACCEPTABLE. Most of my appliances in my house is Samsung, the whole family has Samsung phones and tablets.............and this is the SERVICE we get when there is something wrong.

I was prepared to pay for the repair, but was told it will be repair under warranty, so now expect it to be repair under warranty. I was told it will be fixed in 3 weeks time, I did not except to get the phone back after 3 weeks and nothing was done to the phone.

Attached document that we completed the day I bought the phone to Samsung for the repair as well as proof of purchase.

Hope to hear from you soon.