Poor Service

I took my Samsung s8 to the Samsung smart care centre in Century City Cape Town on the 22nd Jan as my phone had suddenly stopped charging. After checking the phone I was told that my phone had to be in booked for repairs. I explained that I had just relocated to Cape Town and need a phone to a. get around the city and b. keep in touch with my family in JHB. I requested a loan phone and was told that unfortunately this service is no longer available but technicians will do their best to have my phoned fixed by the end of the day.

I tried calling the smart care centre and only got through after several attempts. I spoke to the lady explaining that i was told that my phone at the end of the day, she said to be this would not be possible as they have to wait for a part to fix my phone. i asked how is possible for my phone to stop charging as it was only 4 months old. She then suggested that i email her my proof of purchase in try and get an exchange instead of putting it through of repairs. I sent through my proof of purchase and was told that the request needs to be sent to Samsung head office for approval and someone from the smart care centre will get in touch with me once the request has been approved

On Wednesday after waiting for someone to get hold of me - i tried calling several times before i got through. After eventually get through i gave my reference number and was told they were waiting for repairs. I explained my phone had been put in for exchange and not repairs she put me hold for several minutes before apologising and saying she had the wrong job number and that my phone had in fact been approved for exchange and i would get my phone my the end of the week and again someone would get in touch with me

After radio silence - i again called the smart care centre on 26th Jan. it takes forever for someone to answer the phone. After multiple calls i got through and was told that they were still waiting for approval. At this stage i was confused as i had been told that the exchange had in fact been approved. i ask to speak to the supervisor and was told that he was busy and would call me back. Zaheer from the customer relations department called me back and i explained my utter frustration at the lack of communication and lack of urgency in resolving my issue. Zaheer explained that he would get all the fact and get in touch by Monday, 29th Jan to give me an update.

Today is Monday the 29th - No call from Zaheer or anyone at the smart care centre!!! i called again and the phone rang for 49 minutes before i finally decided to give up. I tried again one last time and got through asked to speak to Zaheer was told he was not available but that he would call me back. Still waiting for Zaheer to call me back.

The complete lack of communication from the Samsung team has been saddening. i have had to go out and buy another phone while i wait for someone to tell me when i will get my phone back. Absolutely poor service from Samsung. i have been brand loyal and only used Samsung phones over the years but i think its time to change brands.