Pathetic service from Samsung and Mtn

To whom it may concern

My Samsung Note 20 Ultra just powered off on the 27th February 2022, the very next day I took it to MTN Malelane where i have taken out my contract as my device is still under warranty. I was told that it would take approximately four weeks to repair as it will be sent to Johannesburg.

After waiting four weeks and not even getting feedback, I went to the store on the 31st March 2022, only to be told that my phone was sent back to them without being repaired and it did not even come back with a fault report. I said to the guy Vusi that was helping me that I want answers today and I want my phone repaired so he called Samsung and he was told to contact a company called A Solutions which he did but the line kept disconnecting so I told him that I will go home and contact them directly and let him know what is the outcome. Vusi was also told that someone did cancel the job card from Samsung.

I did not take my phone back as i said to Vusi that I will only take it back once it is repaired.

I got home and contacted A Solutions and I was told that my phone was never sent to them, I then called Samsung and was told that the job card number belonged to another Samsung model so the representative from Samsung gave Vusi a wrong job card number. The consultant that i spoke to asked me to ask Mtn to reschedule the device for repairs, so I called Vusi and asked him to send the phone back.

Fast forward to today 19th April 2022 i called Vusi only to be told that Samsung has not collected the phone as yet so he had no option but to sent it to another dealer in Nelspruit. I am now absolutely disappointed with Samsung as to not honor their warranty, I do not have my phone for almost two months now and I am still paying for my contract. My phone is in a brand new condition, I am not sure if it will come back in the same condition.

That is one hell of an expensive phone so I expect Samsung to sort it out properly or have it replaced.

Regards