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EJ
Emma J

1 reviews | Active since Feb 2018

11 Feb 2018, 11:59

No/Poor service from Samsung Smart Care Customer Service Center in Century City, Cape Town

I took out a cellphone contract 20 months ago on a Sumsung J7. Aforementioned implies that the contract is almost up for renewal. Over a period of twenty months, the phone has been in for repair for four months.

Since then the phone has been faulty most of the time: The back light didn't switch off; the software updates downloaded and didn't install ; 'DCIM provider' is no longer working; phone restarts itself.

It was booked in for repairs at Samsung Smart Care Customer Service Center at Century City and Tygervalley: several times for firmware updates' and twice for the replacement of the motherboard' .

On 11/01/2018, the recent booking, the Samsung J7 was once again booked in due to the back light that didn't switch off (second time). I took it to the Samsung Smart Care Customer Service Center in Century City, Cape Town. Lead time for the repairs was given as 5-7 working days from the date of submission.

Since then I have called the center on a weekly basis for an update. Every time over the last 5 weeks customer service took an average of 3-5 minutes to attempt to locate the phone on their data basis, then states that they are waiting on parts. All detail are then re-confirmed. It is suspected that the phone might be lost? Twice they promised that the manager will call me back within 30 minutes with a proper update on the status of the phone repairs - never have I received any form of communication from the center.

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Replies (3)
EJ
Emma J's update22 Mar 2018, 19:55
Reviewer Update
After the above post, I received a sms a few days later that my Samsung J7 is ready for collection. Upon collecting it, we saw that even though it was booked in on 11 January 2018, it was only booked in at a Service Centre in the Eastern Cape (!) on 6 February 2018. The 'repair' was completed on 12 February 2018. And all the stories about "waiting for parts" was all lies - as they only did a software upgrade. One day later, I receive a call from Samsung - "We would like to confirm that you have collected your phone...want to inform you that if it was not repaired, we would have replaced the phone..." How convenient. I asked for that in writing - needless to say that I didn't get it in writing. So here we are, one month later...and back to square 1. The back light stays on. Again. The purchase date was 2 July 2016. Since then this phone has been in for more than 5 months of repairs in total. Just last week, I received a call from Samsung Customer Care, asking me to rate their service...
EJ
Emma J's update26 Mar 2018, 21:18
Reviewer Update
My husband went to the Century City Samsung Customer Care center today to book my phone in (AGAIN!!!). After a lot of lies from the Samsung personnel on when a manager will be available to assist - " Chad will be here shortly", they came clean saying that the real manager already left an hour before my husband arrived at the center, around 14:00. My husband tried to call the Manager, Alcardo, 4 times, even send him a sms - but received no response. After 1 hour and 45 minutes my husband left with my phone. "Sorry Sir, there is nothing we can do for you now" is the only response he got. This is unacceptable! Samsung's poor service and unprofessional staff is chasing Samsung-addicts away and causing the brand a lot of damage. So here I am, with a phone that I cannot use and company that can't keep their promise to their customers...
EJ
Emma J's update09 Apr 2018, 12:04
Reviewer Update
This is now TWO WEEKS later. TWO reference numbers: Ref: ********** 349 (Samsung Social Team) ********** 699 (Samsung Customer Support) One call later - asking me what my problems are....(Realy!?!?!?!?!?) THREE sms's later: "Dear Customer, This is an automated update from Samsung customer services. We are currently looking into your case and will contact you shortly with a resolution." Still no resolution, just more empty promises... This is pathetic.