Pathetic customer service

<p>Just to give you a quick breakdown of what has transpired. As per the attached I was informed that the campaign to repair cellphones, would be held the past weekend (28/7 – 29/7). When I arrived at the Samsung care centre in Canal Walk, I was informed that Samsung has pulled the campaign. I was unhappy to say the least, because I have driven 100 km’s and took time off from work, to get there on time. So I was left stranded, because the care centre, simply refused to honour the repair, as I was communicated to, evident by the email. I got into contact with the Samsung head office, who told me to take it up with the smart care centre, after long discussions, I eventually left, another 100km’s, with the promise that Nqobile would go in on Saturday to attend to the attached emails, given that I will forward it to her (which I did Friday evening).</p> <p> </p> <p>After following up on Monday and again this morning, while on the line with Nqobile, I receive the email below.</p> <p> </p> <p>They have agreed to repair the phone? At what price? When will they repair the phone? Why did they not honour this transaction on Friday, while I was there, considering that the communication from them are quite clear to me? Repair the phone now, knowing the campaign will take place this weekend? Not a lot to lose.</p> <p> </p> <p>Why should I the consumer, waste time and 200km’s worth of petrol, to go to the care centre and be told that a campaign is not running because Samsung pulled the campaign. Yet no one had the decency to inform me, that the campaign will no longer be going ahead. Samsung in my voice recording confirmed that they have in fact not communicated to the care centres about any campaign running the past weekend.</p> <p> </p> <p>It seems that Samsung blames the care centre for communicating a campaign which they should not and the care centre blames Samsung for ‘allegedly’ pulling the campaign. This leave me the consumer out in the cold. After my effort of taking time off from work and covering the distance, I had no recourse. This has been one of my most unpleasant experiences to date. Added to the email trail below, you can see that your agents did not really do a lot to restore, any sense of comfort.</p>