Phone lost/****** by staff at Samsung store

<p>On 27 February, we took a Samsung S6 in for a warranty repair at the Samsung store in Tygervallley Shopping Centre, Cape Town. We were assisted by a man named George.</p> <p>After a few weeks of not hearing back from the store, we went there to find out if the phone had been repaired yet. This is when we were told that there was no record of the phone being booked in. We presented them with the form we were given after handing in the phone on February 27th and after inspecting the form they saw that no job number was recorded on the form either. They proceeded to give us the number of the repair person (Jason) and told us to call him and ask if he had the phone. I found this strange as it is not the duty of the customer to follow up on repairs on behalf of the store. We did however call the number and provided them with the IMEI number and they too had no record of the phone being booked in for repairs.</p> <p> </p> <p>We then decided to escalate to Samsung customer support (***) as the store could not help us further. From this call we received a reference number of ********** 631. </p> <p>After a couple of emails between myself and Samsung, providing all the information requested, I had still not received any resolution or positive feedback on this matter. </p> <p>On Wednesday 5 April I received an SMS with a new reference number ( ********** 950). Thereafter I received another SMS on Monday 10 April stating that my case is being looked into and that I will receive feedback shortly.</p> <p> </p> <p>It is now Friday 28 April and I have still not received any feedback on the matter. No replacement device has been offered and in the absence of that, no feedback with regards to the whereabouts of my phone has been given.</p> <p> </p> <p>It is totally unacceptable that a device that was handed in has gone missing. I have gone through the channels and am now left to resort to posting complaints on hellopeter. Samsung has also been wholly *********** at helping to get this matter resolved or providing adequate feedback.</p>