1 reviews | Active since Jul 2013
Not upholding waranty
<p>I am currently experiencing issues with my S5 which I purchased nearly 2 years ago from Kalahari.net (now Takealot.com). The Samsung service centre will not assist me as my warranty is being questioned. I have submitted my proof of purchase but this is being rejected as it does not have the IMEI on it. Takealot says the best they can do is provide me with a letter confirming the purchase (they cannot give me proof of purchase with the IMEI on it) but I am told that this is not enough! This is indeed frustrating as Samsung is not backing their product! How does one trust a brand that does not support one of their products (within the warranty period)! Very disappointed by the service received!</p>
After writing the review, I was contacted by Samsung HO to try to sort my issue out. With a bit more patience and willingness to assist by Sthembiso Kunene (than what I experienced at the Constantia Service Centre) we managed to pinpoint the exact issue around my warranty status. It turns out, Takealot does not necessarily source their devices locally and my device may have been purchased outside SA (I was advised that this not easy to trace). This makes the warranty a little tricky - imagine purchasing something from Checkers and then taking all issues with it to Shoprite). After a bit of back and forth and some motivating, Samsung SA repaired my device, with no cost to me! The process (past the initial drama) was seamless and very professional. After the device was taken in, I received up to date communication about where in the process my device was - sms' to my alternative number as well as emails to my registered address. I found this to be very helpful because I knew exactly what was going on and all my expectations were well managed!
Bravo to Samsung SA for the great service - please publicly communicate potential issues with purchasing your products from third parties and educate your staff on how to manage ad-hoc situations because looking at my experience, my frustration could have been avoided! Kudos to Sthembiso Kunene, your assistance is appreciated!
After writing the review, I was contacted by Samsung HO to try to sort my issue out. With a bit more patience and willingness to assist by Sthembiso Kunene (than what I experienced at the Constantia Service Centre) we managed to pinpoint the exact issue around my warranty status. It turns out, Takealot does not necessarily source their devices locally and my device may have been purchased outside SA (I was advised that this not easy to trace). This makes the warranty a little tricky - imagine purchasing something from Checkers and then taking all issues with it to Shoprite). After a bit of back and forth and some motivating, Samsung SA repaired my device, with no cost to me! The process (past the initial drama) was seamless and very professional. After the device was taken in, I received up to date communication about where in the process my device was - sms' to my alternative number as well as emails to my registered address. I found this to be very helpful because I knew exactly what was going on and all my expectations were well managed!
Bravo to Samsung SA for the great service - please publicly communicate potential issues with purchasing your products from third parties and educate your staff on how to manage ad-hoc situations because looking at my experience, my frustration could have been avoided! Kudos to Sthembiso Kunene, your assistance is appreciated!