Pathetic Client Service by an apparent "world class" company

<p>On Thursday 12 May 2016 I took my Samsung S7 Edge to the Samsung Store in Tygervalley to have it checked out as I was experiencing issues with its display. I was advised initially that it would take an hour to fix, by the technician on duty. After the hour I returned and was told that the LCD needs replacing and that it was ordered and should arrive on Friday after 2pm with the repair being completed by 4pm. The technician further requested proof of purchase, I advised I would provide same on Friday morning before the parts were to arrive.</p> <p>I was up until this point impressed with the service provided, however upon return to the store at +/- 10am on 13 May 2016 my experience was about to change, another customer was waiting close to a 5 working days for a part to arrive with no communication from the store. I had to stand in the same queue as those who were handing in phones for repairs to provide the technician with my proof of payment, it took me close to 30 mins to hand over a piece of paper. Who knew I was about to experience the same as that dissatisfied customer.</p> <p>Upon my third return to the store, at 4pm, I again had to wait in the very same queue to collect my phone which I was advised would be ready. Waiting for close to 20 minutes this time one of the consultants enquired if there were any collections, I was expecting my phone to be ready for collection and to leave the store, to my dismay I was advised that the phone was not ready due to the LCD not arriving and that it was now on back order, however the consultant advised the system says in will be here tomorrow, 14 May 2016, and the phone will be ready for collection on Monday 16 May 2016. No apology whatsoever was provided nor any form of communication was provided, to advise me not to come to the store as the part had not arrived, wasting my time for the first time.</p> <p>I could not attend at the store on Monday 16 May 2016 as I was inundated with meetings, I am glad that I did not attempt to find a way to go to the store. On Tuesday 17 May 2016 I again attended at the store and to my surprise there were more people in the repairs line than the Samsung Store. I again asked the consultant if I need to stand in the queue where repairs were being handed in to collect my phone to which the answer was a positive yes. 10 minutes in, another consultant enquired if there were any collections, again I went forward provided my job number to the technician, who raffled through a box in attempts to locate my phone, thereafter he entered the job number on his pc and to my surprise the LCD had still not arrived. I advised the technician I am waiting close to a week to get my phone who in return told me that “today is Tuesday yesterday was Monday, hopefully your phone would be ready tomorrow”. I stood there flabbergasted at the uselessness and incompetence of the technician, who simply gave me such a **** answer, I asked myself does a “world class brand” such as Samsung vet their employees at all because they lack any sense of customer service. Only after kicking up a fuss was I advised that now my phone will be given priority and that the LCD will be there today and fixed by tomorrow and then I will receive an SMS in this regard.</p> <p>I have used a Samsung phone for more than 10 years, and bought various other Samsung products, I am shocked to the core that at the time when I require Samsung to provide after sales service it lacks it so solely. I have advocated to friends and family the brilliance of the technological advancements Samsung has achieved, however now it seems that I should have a proviso that it is brilliant until you break it because if you do you do not know when you will get it back, if ever. If I did not have a spare phone, ironically a Samsung, I would not have been able to function in my role at work.</p> <p>I do not see the purpose of the Samsung store if only 3 people out of +/- 15 in store staff can assist in repairs and at Tygervalley it seems more man power is needed in the mobile repairs department as all the other staff sit by idly and laugh at the incompetence of the mobile repairs staff. If this is the outlook of Samsung staff I simply will stop purchasing Samsung goods and advise my friends, family and colleagues the same as there is no way any consumer should have to put up with this PATHETIC “SERVICE” OF SAMSUNG TYGERVALLEY.</p> <p> </p> <p>Communication 0/5</p> <p>Customer Experience 0/5</p> <p>Efficiency 0/5</p> <p>Consultant Assisantace / Empathy 0/5</p> <p>Overall Experience 0/5</p> <p> </p>