Pathetic service received from Samsung Repair Centre Cape Town

Hi, my mom’s phone was given in to the repair centre at Century City. Ref number SC20167 . She then went there a week afterwards to find out what was going on and she could see that they did not have a clue… They told her a sad story about waiting for a part. I then phoned them in December, begging them to supply me with a loan phone in the interim because my mom was leaving for the December holiday on the following Thursday and she did not want to go without a smart phone. I spoke to Zeldean, after holding on for like an hour just to get through to them and she promised me she will get back to me. Needless to say she never phoned me back. I struggle for a couple of times to get through to there line, but they had a message on line and then it just rings non-stop, after a while someone answers and put the phone down, this happened thrice. I had to sit there for hours December in my holiday with two very busy boys and get no proper service. It is ridiculous, how do you give a warranty contract to such a pathetic partner? Their phones don’t even work. And I must say while I was sitting there I heard a lot of complaints about the service. Is this looked at??

I spoke to Yaz a couple of times who every time assured me she would phone me back and every time I had to phone to follow up. Then eventually I was told phone is ready I can collect. I went there and had to sit for another hour or so while ‘diagnostics’ were being done. I took the phone, my mom was not in Cape Town at that point and could not test it.

Then when she got back on the 1st, we tested phone with her sim and phone kept on showing emergency calls only. We did a sim swap at Telkom and still the same.

I then had to go back to Samsung. I was not prepared to speak to anyone else except management and then spoke to Elcardo. He promised me that he will personally take responsibility for this repair and even motivate for new phone. He said he will phone me once he has feedback. This was on Tuesday the 2nd. He did not phone me to give feedback and then someone from head office phoned me on the 9th telling me the phone is ready, I can collect.

I could not get hold of Elcardo and sent him a message, asking if the phone was indeed repaired, he did not answer and because it was my last day of leave, I went there, only to be told that phone is still not ready, they are waiting for part. Elcardo was not there, I sent another message asking what the hell is going on and still to date have not received an answer. I phoned him like 6 times and he does not answer.

I then insisted that they give me new phone, but was told Samsung rejected request, because you have to go back for repairs more than three times to qualify for new phone. Note this is my third repair. I told the technician phone must then be repaired, delivered to me and I want a petrol voucher for all the inconvenience and costs I had to endure. He said he will speak to Elcardo and phone me.

Finally we got the phone back again only to once again see that it was still not working. I escalated my query to Tellus@samsung, reference ********** 597 and they just come back with an answer my enquiry has been given through to management. Shaun Reddy also gave me feedback via email, but this has been going on from January.

Shaun said I MUST take the phone back so that it can be assessed again, note this is almost the 10th time that I have had to drive all the way to Century City.

I am paying for a phone and services that we have not had access to for three months! Shaun in this week rep**** stating that they are repairing the phone and will let me know once done. I don't want it repaired, I want a new phone!!! I was promised that with a third repair, the phone will be exchanged. These people do not know how to repair a phone, I am not driving back there to get a phone that is still not repaired and the chances of that happening is 99%. I tried to phone Shaun this morning, but I could not get through to him and the fantastic switchboard do not take messages, the line just rings forever without the call routing back to switchboard. I even tried to get hold of his manager to no avail.

This is really pathetic and I will go out of my way to badmouth Samsung, because you can’t complain about the service, because there is NONE!

Can someone pls sort this out for me once and for all.

And I cannot wait another two weeks for this please, I am desperate.