Poor customer experience

<p>I am very disappointed and frustrated with the service received by Samsung. I purchased my S7 edge in May and sincethree weeks ago I have not been able to make a call or receive a call via the normal calling speaker (top speaker). I have to change to loud speaker in order to hear a dialing tone or the person on the other side of the line. I posted a sincere request on facebook asking for assistance, I received a reply which needed me to email ********** I emailed and received no response, I then forwarded the mail and followed up the next day and still nothing. Five days later I decided to now write a not so pleasant plea for a reply on Facebook, I was then asked to provide my email address and was assured that a reply will come through sometime in the day. Yesterday after following up I received communication stating that my phone needs to be accessed. Today I received a mail with the closest assessment centre details. When I called through I was made aware of all the documentation I needed to bring in and that it would take 2 to 3 days for an assessment to be done. I was also made aware that once the assessment was done I would then be told if the phone can be repaired or should be replaced. So by next week when my phone goes in, it would have taken a month to just get told the process of my problematic phone and the way forward, it will most likely take another few days for the phone to be repaired.</p> <p>I am looking at your assistance to merely just give me what i paid for. I was sold a phone that has a defect, when the phone was purchased i was not allowed to take the phone and then pay 2 or 3 days later, it was immediate.</p> <p>This is clearly a hardware issue, the top speaker is dead.. it does not even make any crackle sound.</p> <p>Being one of the two top brands in the mobile industry, i suggest you up the game on your client experience journey. I have friends with Apple and they seem to have no issues with customer service. Infact i would have already had a new device already with their iStore and iCare assistance.</p> <p>I have been a loyal customer of the Samsung brand, however this experience has definitely got me thinking about moving to Apple only for their customer experience.</p> <p>Also, we pay a high price for the S7 Edge and spend more on protecting it with expensive screen guards and covers only to end up with a defect.</p> <p>I kindly request that you speed up this process and find me a better solution as i am now pleading with frustration. Also, you advertise free VR gear from June, a month after i purchase my S7 edge which i would have then rather got in June to benefit from this.</p> <p>Kindly up your game! it's pointless being fancy for nothing.</p>