Poor Service and No Feedback

Please see my emails below, and no feedback from Samsung.

Good day

Today is 6 June 2018 and still no feedback from my previous email sent to you on 30 may 2018.

Can I get some feedback with regards to my query. Please see my query below and reference number.

I still don’t have a phone. Your assistance will be highly appreciated.

Regards, Granville Grove

From: Granville Grove Sent: Wednesday, May 30, 2018 8:40 AM To: 'Tellus' ********** Cc: ********** ********** ********** ********** Subject: RE: QUOTATION FOR S***5647

Good Day

On 24 May 2018 I spoke to someone named, Sibusisu at the Voice of Customer Department. My reference number is ********** 623.

On this day I gave him all the relevant information about my phone. I also emailed all the correspondence relating to my phone. He was going to discuss my situation with his supervisor and send me an email before the end of day to inform me what the process will be with regards to my phone.

To date, I haven’t heard anything from anyone with regards to what is going to happen with my phone. This is so frustrating as I am not able to use my phone at the moment. I am paying my phone every month and is not willing to wait any longer.

My first message informing Samsung about my phone was sent to you on 17 May 2018. Since then nothing has been done to fix my phone or replace my phone. At this point I want Samsung to exchange my phone as I have been going through so much trouble and had so many issues with this phone. I am not willing to wait another week for a phone to be fixed. This is affecting my work, being without a phone.

I cannot stress enough the discomfort and the frustration I am going through because of this problem.

I looking forward to hear from you.

Kind Regards, Granville Grove

From: Granville Grove Sent: Wednesday, May 23, 2018 1:10 PM To: 'Tellus' ********** Cc: ********** Subject: RE: QUOTATION FOR S***5647

Good Day

I am still waiting for someone to contact me with regards to my phone. At the moment I don’t have a phone to use. Can someone please urgently contact me te resolve my issue at hand.

Kind Regards, Granville Grove **********

From: Tellus ********** Sent: Friday, May 18, 2018 10:39 AM To: Granville Grove ********** Cc: ********** Subject: RE: QUOTATION FOR S***5647

Good Day Granville,

Thank you for your email

The issue has been logged with the complaints desk under the reference number ********** 623, they will be in contact with you.

Kind Regards,

Samsung Social Team

**********

From: Granville Grove ********** Sent: 17 May 2018 03:47 PM To: Zaservice; ********** ********** ********** 'elcardo' Cc: ********** ********** 'Francois'; 'Shamiela'; ********** ********** ********** ********** ********** Consumer Protector; ********** Subject: RE: QUOTATION FOR S***5647

Good day

Can someone please advise me what I need to do.

Last night my phone just went blank. I was typing on the phone and it just went blank. I could still here messages come through but my screen was blank. I don’t know what to do about the recurring issues I have with my device. Please see all my emails below to familiraise yourself with the history of my phone. I need my phone for work and cannot operate without a phone.

I believe this is a recurring problem and need Samsung to come up with a solution for me and yourself. I am still paying for this phone every month but every second month my phone needs to go in for repairs and then it stays at Unitronics forever before I get it back.

What is the way forward with my device. I am not driving all the way to Unitronics as I have wasted a lot of money thus far on petrol up and down to Unitronics. Please arrange to collect my phone and fix or either replace my device with a new device.

How many times must my device brake with the same problem before Samsung warranty replaces my device?

Attached please find a copy of my purchase invoice. My phone is on contract with Glocell.

Looking forward to hear from you

Kind Regards, Granville Grove **********

From: Granville Grove Sent: Thursday, March 8, 2018 2:50 PM To: 'Zaservice' ********** ********** ********** ********** 'elcardo' ********** Cc: ********** ********** 'Francois' ********** 'Shamiela' ********** ********** ********** ********** ********** ********** Consumer Protector ********** ********** Subject: RE: QUOTATION FOR S***5647

Good day

A word of thanks for fixing my phone and delivering it yesterday.

I received my phone yesterday, but I wont to bring the following under your attention.

Last night when I switched it on there was/is a pink/reddish/purple color on the left side of the screen. It is very small but I thought let me bring it under your attention. It looks similar to the first time when I checked my phone in for repairs with you, it also started this way.

I am not sure what it is but I know it is not supposed to be on the screen.

Can you please advise me what to do about this?

Looking forward to hear from you.

Kind Regards, Granville Grove **********

From: Zaservice ********** Sent: Tuesday, March 6, 2018 11:54 AM To: Granville Grove ********** ********** ********** ********** 'elcardo' ********** Cc: ********** ********** 'Francois' ********** 'Shamiela' ********** ********** ********** ********** ********** ********** Consumer Protector ********** ********** Subject: RE: QUOTATION FOR S***5647

Good day Granville

Thank you for contacting Samsung South Africa.

Your mail is received and noted with reference: ********** 785

Smart care please assist ASAP.

Regards

ZAService Team Tel: ********** Cell: 0 ********** Email: **********

Please consider the environment before printing this e-mail. | DISCLAIMER: The information contained in this communication (including any attachments) is confidential and may be legally privileged, or information otherwise protected from disclosure by law. It is intended solely for the use of the persons to whom or the entity to which it is addressed and others authorised to receive it. If you received this message in error, please notify the sender immediately by replying to this e-mail and deleting this message and destroy all copies. If you are not the intended recipient you are hereby notified that any form of reproduction, dissemination, modification, disclosure, copying, distribution or taking action in reliance of the contents of this information is strictly prohibited and may be ********. Samsung Electronics South Africa Proprietary Limited ("Samsung") do not accept any liability for any damages, loss or expense arising from this communication and/or from the accessing of any attachments (including damages caused by computer viruses). The views and opinions expressed in this email do not necessarily express or reflect the views and / or opinions of Samsung. If this e-mail message was used for purposes unrelated to the official business of Samsung, Samsung assume no responsibility or liability which may arise from the content thereof, including but not limited to claims for defamation, libel, slander, obscenity, ****ography, profanity, or misrepresentation.

From: Granville Grove ********** Sent: 06 March 2018 10:48 AM To: Zaservice ********** ********** ********** ********** 'elcardo' ********** Cc: ********** ********** 'Francois' ********** 'Shamiela' ********** ********** ********** ********** ********** ********** Consumer Protector ********** ********** Subject: RE: QUOTATION FOR S***5647

Good day

I am sending you this email to follow up on the status of phone.

The reason for my email is as follow:

On Thursday 1 March 2018 at 11:51 AM I send the email below. The same day, 1 March 2018 at 15:56 PM I was phoned by Unitronics Canal Walk to inform me that my phone is fixed and ready for collection.

Unfortunetely I was not available to collect my phone immediately. Yesterday afternoon, 5 March 2018 at 14:35 PM I was in store at Unitronics Canal Walk to collect my phone. The guy working at reception handed me my phone. After I did my inspection I realized that the phone was not properly fixed and the button on the bottom part of phone as described in emails below was still not fixed.

I had to leave the phone at Unitronics Canal Walk once again after driving all the way to collect it. This is such a nuisance and becoming a big problem as there is no pride taken by the suppliers working on my phone. Was there no monitoring or vetting after the work was done by someone before the phone was made available for collection?

Now where is the standard of work set out in Standard Act, No. 29 of 1993 or any other public regulation for that matter. It leaves me worrying, wondering what the level and standard of goods and services are form you as supplier. I want a product and service from you that are of good quality, in good working condition and free of any defects.

I was informed that my phone will be delivered to me today. It’s my wish today that my phone will be delivered to me as indicated and that the supplier verify that I am receiving my phone back with good quality goods installed, the services rendered to fix the phone was of good quality and not just rushed and that the product is in good working condition and free of any defects.

Kind Regards, Granville Grove **********

From: Granville Grove Sent: Thursday, March 1, 2018 11:51 AM To: 'Zaservice' ********** ********** ********** ********** 'elcardo' ********** Cc: ********** ********** 'Francois' ********** 'Shamiela' ********** ********** ********** ********** ********** ********** Consumer Protector ********** ********** ********** Subject: RE: QUOTATION FOR S***5647

Good day

It is with great disappointment that I am writing you this email with yet another complaint.

I have no words for the poor service delivery and poor work ethic I am experiencing in dealing with Unitronics Canal walk as well as Samsung Electronics Southern Africa.

Please see my email below dated 13 February 2018 and a response from Samsung Electronics Southern Africa stating that one of your Senior Consultants will be in contact with me shortly. Today is 1 March 2018 and no one from either Unitronics or Samsung Electronics have contacted me with an updated about my phone.

As the consumers I tried to resolve the issue at hand by contacting 1st Unitronics Canal Walk and 2nd Samsung Electronics as the first port of call to resolve my dispute. Yet no response as mentioned above.

I would just like to bring under your attention, that as the consumer I am entitled to certain services when I entered into agreement with you: 1. Timely performance and completion of my phone. Would you say this is the service I am experiencing? 2. Timely notice of any unavoidable delays in the performance of the service. Would you say this is the case? (please see email below) 3. Suppliers are required to remedy an defects in the quality of services performed or good supp****. (What is the status of my phone)

As indicated in my email below, on 1 February 2018 someone from Samsung/Unitronics in Johannesburg phoned me to assess the services rendered by Unitronics Western Cape and if the device is in perfect condition. She told me the phone call are being recorded for quality and security reasons. You can recall and retract that conversation. On that day I informed that lady who phoned me that the button on the bottom of device, almost like the default button(don’t know what to call it) was very loose and that I will take it back to Unitronics Western Cape to have a look at it once I am back in the Western Cape. At that moment I was in Johannesburg. This button was not like this when I received the phone back from them immediately. After I received the phone back from Unitronics Western Cape on 3 January 2018 it was fine and button was working. After a while, and I am not 100% percent sure of when exactly, that button became very loose.

As the Consumer I have the right to safe, good quality goods, I am entitled to receive goods or service from you that are of good quality, in good working order and free of any defects, and that comply with any applicable standards set under the Standards Act, No. 29 of 1993 or any other public regulation.

I feel very disgusted in the level of service as suppliers(you) are obliged to replace goods or refund the consumer the price paid for the goods within a period of three months after repairs have been done, if the repaired goods are found to be defective, have failed or are considered unsafe.

Furthermore you as the supplier are obliged to warrant every new or reconditioned part installed during any repair or maintenance work, and the labour required to install it, for a period of three months after the date of installation.

As mentioned in email below, I did not misuse or abuse my phone. I won’t expect Unitronics to repair my phone if I am to blame.

I took my phone in for repairs on 24 November 2017. On this day I was informed by an Advisor in store that repairs will take 7-10 working days after payment have been received. I would have receive a quotation within 48 hours. This process never happened as explained. I only received my quotation on 29 November 2017. I made payment on 1 December 2017. I only received my phone back on 3 January 2017.

I booked my phone in once again now under the warranty on 12 February 2018. I had one response on 13 February 2018(please see email below). My phone is still with Unitronics. This is causing so much discomfort for me as I don’t have a phone to use.

The Bill of Rights enshrines the rights of all South Africans, including the consumer rights. The consumer protection act further outlines key consumer rights. My question today is, if you the reader reading this email have been in my shoes today(the consumer). Do you think I have been treated in line with or with the listed consumer rights: 1. Right to Equality in the Consumer Market and Protection Against Discriminatory Marketing Practices 2. Right to Fair and Honest Dealing 3. Right to Fair, Just and Reasonable Terms and Conditions 4. Right to Fair Value, Good Quality and Safety 5. Right to Accountability by Suppliers

The level of service I am experiencing does not feel fair. The lack of support, service delivery and accountability by Unitronics Canal Walk and Samsung Electronics is causing me to query the inferior quality of goods and services rendered as well wondering if they are prioritizing certain consumer groups over others when selling or distributing their goods and services.

The level of service delivery leaves me with so many unanswered questions, does Unitronics and Samsung Electronics vary the quality of their goods and services in a discriminatory manner?

I trust that this matter can be resolved as early as possible and that I will get written confirmation of someone acknowledging to receive my email and resolving the issue at hand. This issue is causing so much stress, poor availability and discomfort to me.

Your cooperation in this regard will be highly appreciated. I am looking forward to hear from you.

Kind Regards,

Granville Grove **********

From: Zaservice ********** Sent: Tuesday, February 13, 2018 4:35 PM To: Granville Grove ********** ********** ********** ********** 'elcardo' ********** Cc: ********** ********** 'Francois' ********** 'Shamiela' ********** ********** ********** ********** ********** ********** Subject: RE: QUOTATION FOR S***5647

Good day Granville

Thank you for the email.

Kindly be advised that your query has been escalated to our Voice of Customer Department.

One of our Senior Consultants will be in contact with you to offer further assistance.

Ref: ********** 334

Regards

ZAService Team Tel: ********** Cell: 0 ********** Email: **********

Please consider the environment before printing this e-mail. | DISCLAIMER: The information contained in this communication (including any attachments) is confidential and may be legally privileged, or information otherwise protected from disclosure by law. It is intended solely for the use of the persons to whom or the entity to which it is addressed and others authorised to receive it. If you received this message in error, please notify the sender immediately by replying to this e-mail and deleting this message and destroy all copies. If you are not the intended recipient you are hereby notified that any form of reproduction, dissemination, modification, disclosure, copying, distribution or taking action in reliance of the contents of this information is strictly prohibited and may be ********. Samsung Electronics South Africa Proprietary Limited ("Samsung") do not accept any liability for any damages, loss or expense arising from this communication and/or from the accessing of any attachments (including damages caused by computer viruses). The views and opinions expressed in this email do not necessarily express or reflect the views and / or opinions of Samsung. If this e-mail message was used for purposes unrelated to the official business of Samsung, Samsung assume no responsibility or liability which may arise from the content thereof, including but not limited to claims for defamation, libel, slander, obscenity, ****ography, profanity, or misrepresentation.

From: Granville Grove ********** Sent: 13 February 2018 02:53 PM To: ********** ********** ********** Cc: ********** ********** 'Francois' ********** 'Shamiela' ********** ********** ********** ********** ********** ********** ********** Subject: RE: QUOTATION FOR S***5647

Good Day

This email serves to inform Samsung about the poor service received from representative Unitronics-Sa in the Western Cape, Cape Town, Canal Walk. Please see my points below to give you an idea what the trend of service is at mentioned store.

I booked my phone in at Unitronics Canal Walk Repair Centre on 24 November 2017. I was told that I will receive a quotation within 48 hours. This never happened, I only received my quotation on 29 November 2017 after I had to follow up telephonically on the status of my quotation. After receiving the quotation I accepted it and sent through the proof of payment on 1 December 2017.

The advisor in store told me on the day when I booked in my phone that the repair takes 7 -10 working days after payment was received.

Then the dissatisfied service and support started. Whenever you try to phone the Unitronics Canal Walk store the phone just rings. At times no one will answer the phone and it will just ring. At times someone will pick up and drop the phone immediately. I have sent emails as seen below but no reply or no responds from anyone.

A week after I made payment I followed up and got through. First the lady at Unitronics asked me If I received a quotation already after checking on the system, then she told me they are still waiting on parts.

A week after this I followed up again on my phone and another lady asked me the same question. I told her that I paid already and that I am waiting for me device. This was already 2 weeks after my a paid the deposit. She then checked and said they are still waiting on parts.

On 19 December I followed up again before I went on leave and on holiday. I wanted my phone before I left on holiday. Then the lady who answered the phone asked me if I received my quotation already!!! I responded and told her that I paid the full amount already and thought my device is done already. This was the trend at which my repair was treated. I feel that there was a communication barrier firstly and secondly no rush and commitment from your side.

After I came back from holiday, I followed up again. This was on 2 January 2018 when I phoned the Unitronics Canal Walk branch again. To my shock the lady asked me the same question again, “if I received my quotation yet and if I made payment yet”. This was just too much for me and I requested to speak to the store manager in order to resolve this issue. He was not available but phoned me back. I then spoke to a guy called Elcardo. He told me to give him 10 minutes to look into my case and then he will phone me back again. He eventually phoned me back and reported to me, “He doesn’t understand why my device is not fixed yet. My device was supposed to be fixed long time ago. The part is in store and he will assign someone immediately to my case.” About and 1hour later I received an sms indicating that my device was fix.”

I could not believe this. I had discomfort for how many days because of someone at abovementioned store not doing their work properly.

Now to the issue at hand.

Sunday morning I woke up and my screen was purple, just like it was when I took it in to unitronics in November. After a while the screen was just black. I could still hear messages come through. Saturday evening before I went to bed I was still using my phone and there was nothing wrong with my phone. It was the same problem as before.

Yesterday(12 February 2018) morning I phoned Unitronics SA at Canal walk. The lady who answered the phone told me that the phone is still under warranty and I must bring it in. When I took it in to them yesterday I was told that they won’t be able to take responsibility for my phone. They will be able to fix the phone but I will have to pay for it myself. I told the lady that I did not break the phone. She indicated to me that there are small cracks on the screen and asked me If the phone fell or if I bumped it. I told her that I will not come to them expecting them to fix my phone under warranty if I broke my phone. Those cracks are exactly on the same place where the previous cracks were. My phone never fell or I never bumped my phone. The phone was still working fine Saturday and Sunday morning it just started going black.

Furthermore I advised her that on 1 February 2018 someone from Samsung/Unitronics in Johannesburg phoned me to assess the service rendered by Unitronics Western Cape and if the device is in perfect condition. She told me the phone call are being recorded for quality and security reasons. You can recall and retract that conversation. On that day I informed that lady who phoned me that the button on the bottom of device, almost like the default button(don’t know what to call it) was very loose and that I will take it back to Unitronics Western Cape to have a look at it once I am back in the Western Cape. At that moment I was in Johannesburg. This button was not like this when I received the phone back from them immediately. After I received the phone back from Unitronics Western Cape on 3 January 2018 it was fine and button was working. After a while, and I am not 100% percent sure of when exactly, that button became very loose.

Yesterday at Unitronics Western Cape at Canal Walk I told the lady who assisted me, I feel like you want to blame me for a technical mistake from your side. I do not work with phones and do not repair phones. But I won’t be blamed for a mistake of some employee. How do I know that the faulty button does not relate to the screen cracking and phone being faulty again. When you gave me a price to fix my phone previously I expected the best service ever as I am dealing with Samsung directly. To my disappointment I had to end up with the worst service ever as indicated in email above. Now to put the cherrie on the cake you don’t want to take responsibility for my phone breaking within the warranty period, instead blaming me(the owner) as a means of getting out of have to fix my phone again. I will not take responsibility for my phone being faulty one month after you fixed it. My phone did not fall, and I did not bump it as imp**** by Unitronics Western Cape Canal Walk. I want my phone fix as it is still under warranty.

I am disgusted with your service and hope this matter will be resolved as soon as possible, or will I have to go through the same process and delays as written above.

Your cooperation in this regard will be highly appreciated. I am looking forward to hear from you.

Regards, Granville Grove **********

From: Granville Grove Sent: Tuesday, December 19, 2017 1:33 PM To: ********** ********** ********** ********** Cc: ********** ********** 'Francois' ********** ********** 'Ariel Pluke ' ********** 'Shamiela' ********** ********** Subject: RE: QUOTATION FOR S***5647

Good day

I am trying to phone Unitronics/Smartcare at canal walk. I have phoned 4 times in the last hour, hold on every time for an average time of 5 minutes and then someone picks up the phone and just drop my call. This is poor service delivery and I demand some action with regards to my minutes being wasted on holding on and then the call being dropped.

My phone is booked in with you guys since 24 November 2017. I received my quotation on 29 November 2017. I accepted the quote and sent through my proof of payment on 1 December 2017.

I am going on holiday and leaving Cape Town Friday morning. I need my phone by Thursday. This is unacceptable that my phone is taking so long to be repaired.

Looking forward to hear from you

Kind Regards, Granville Grove

From: ********** ********** Sent: Wednesday, November 29, 2017 5:02 PM To: Granville Grove ********** Cc: ********** ********** 'Francois' ********** ********** 'Ariel Pluke ' ********** 'Shamiela' ********** ********** Subject: QUOTATION FOR S***5647

Good day

Please find attached quotation for your device booked in with us Payment is required up front should you wish to proceed with the repair. Once payment is made, proof of payment should be forwarded back to ********** in order for us to proceed with the repair.

Should you opt for an EFT, see banking details below Banking Details: STANDARD BANK - PAROW CENTRE BRANCH CODE - 03 1110 ACC NO - 332 465 799

Failure to follow this process will lead to a delay in the repair Should you reject the quotation, collection of the unit should be done within 7 working days. Please note that should you not collect your unit within the 7 days we will send it to storage at a cost of R35 per month.

NB* Please use job reference as payment reference.

Kindest Regards TARIN NEETHLING

UNITRONICS Electronic Service Centre 11 Park Lane C/o Park & Century Way Century CIty 7441 T: ********** 151 www.unitronics-sa.co.za Accredited Repair Agents for: Samsung South Africa (Pty) Ltd Level 1 Contributor to B-BBEE