NO CUSTOMER SERVICE AT THE GROVE SERVICE CENTRE!

My Note5 was booked in on the 4th of January at the Grove’s Samsung Service Centre. I was advised that it will take between 5-7 working days for my phone to be fixed which is still under warranty.

I phoned them after 7 days and was advised that my phone is not yet fixed and that I should phone next week. I phoned them the following week and was advised by their customer service lady that parts stock was confirmed for Wednesday the 17th and that I will receive sms updates every day. The sms updates never happened. I phoned them on Wednesday and was told they haven’t received the parts yet my phone will be fixed on Friday, confirmed. I phoned again on Friday the 26th, no stock yet, phone still not fixed. I demanded to speak to the branch manager, he just made lame excuses and said he will find out on Monday and phone me.

Monday the 29th I received a call from him only to tell me that they haven’t received the parts yet. When I asked him when my phone will be fixed he said: “Oh, let me phone them to check”. So, no answers, no solutions, nothing.

I am livid! How can your employees confirm repair dates twice without receiving the parts? How can you afford to have a manager there that clearly doesn’t have a clue what he is doing? There is no solutions, no answers, no customer service!

I am considering legal action for loss of income as we have a VR production company and I cant showcase our work to potential new clients without my phone!

I want answers immediately!