Poor quality devices

In March 2020, I upgraded my phone and took the SM-N770FZSAXFA with MTN on contract. During the same year in late November while on holiday, the phone stopped changing. Upon my return to JHB I then took the phone to MTN who then booked the phone to be repaired. The phone was taken in early December and if I am not mistaken it was then returned back to me early 2021. Upon the return of the phone I then took it home and when I got home I then saw that the issue was still not resolved and I then had to take it back to MTN. The phone was then sent back to a Samsung for a second repair as they had failed to fix the phone the first time. I think about 6 weeks later the phone was then returned and it was fixed and working.

Approximately 2 months later, the same phone then died. The phone would be on, you would hear it ring but you would not be able to see anything on the screen. I then took it back to MTN and again they then booked it in with Samsung to get it fixed. Again this took approximately a month if not more to get the phone fixed. Once the phone was fixed I then logged a query with Samsung ***), in this query I then explained my issues with the phone and they then indicated that they will investigate the matter and revert back to me. It was at this time where the agent who was assisting me explained that my phone has only had 3 major part repairs and they would only be able to replace my phone if it had more that 3 Major repairs.

Cool, I took my phone back and unfortunately for me I just didn't use the phone due to the phone unreliability. All the time the phone had to be taken in for repairs I would be left without a phone (bearing in mind that I am a contractor and I use the phone for business reasons) So all the time the phone has to go in for repairs I loose about a month as I need to log calls with banks to deregister the phone and register the alternative phone. So with me trying to avoid all this admin, I then continued using my old phone.

But unfortunately for me my back up phone died in Sep/Oct and I was then forced to use this phone again. When I put my sim into the phone, the phone could not get any network coverage. Again, I followed the same procedure as above. Took the phone to MTN who then subsequently booked it in with Samsung for another repair. Please note, as the phone was booked in, nor Samsung or MTN checked the number of times this phone has been booked in.

I then received a call from Samsung, stating that my phone has been repaired and should be on my way. After my previous exchange with Samsung, I then logged a query with them ***), the lady who was assisting me said she will investigate and get back to me. On the 19th of November 2021, I then received a call from one agent from Samsung. She then indicated that the matter was escalated to her. She then asked the story of which I explained. She then checked with me if I had the phone with me I then indicated that the phone was still at the MTN dealership. She then said I need to rebook the phone in for an evaluation. I remember correctly asking what the evaluation was meant to do and she said it was just standard procedure but they will replace the phone (There should be a recording with Samsung as they always state that their telephone conversation are recorded). She then gave me the address of a Samsung repair center in Boksburg and I then took the phone in the following day. Last week Friday when I didn't hear anything from Samsung, I then call to follow up on the status. They said they will call me today with an update.

Today, I then receive a call from Tiffany (a Samsung Agent) and she then advised that my request for an replacement has been rejected and the phone is working fine. Just to state, the one thing that she was referring to was the first repair (that the phone was not charging) which makes me wonder what this evaluation is actually looking at.

But, that is not my case. This phone has been in and out of repairs so many times with Samsung and no one sees anything wrong with this. Again in all the repairs that have been made no where had it been stated that the was a breach on the warranty on my end. Now the questions I have are the following:- 1. How many more times must this phone break before Samsung can replace their useless phone that keeps go back and forth with so many repairs (did I mention that this one device has been fixed 4 times in a space of a year) 2. It is just sad the fact that the story keeps on changing from one Samsung service agent to the next. (Fortunately for me their call are recorded so it is easy for them to pull all the call I had with then to hear what all their agents are saying) There is either one of two things here, one their policy of swapping devices changes from agent to agent or their policy not clear to all their agents hence the forever changing story from the agents. 3. Lastly, I honestly think this decision was made without any proper investigation from Samsung. Like I said to Tiffany today, can they please pull all the recording of all the call I made to date with their agents so that they can here the contradicting communication their are giving customers (I don't think she did that, as I had a call with from 16:30 to approximately 17:30 and about 30 minutes later the rejection letter was sent to me, or maybe she did an she was so good to retrieve and listen to the entire conversations in just under 30 minutes)

This phone has been unable to perform tasks that I had purchased it for. I am currently using someone's old phone when this new phone is busy going up and down getting fixed and at this rate it feels like Samsung is just waiting for the warrantee to be finished and then wash their hands off this phone and I will then be stuck with the useless phone that I got.

Can you please advise, what is the best way of getting this sorted with either Samsung or MTN. All I know is that I am currently without a proper working phone and all thanks to all these repairs