Poorest customer care

<p> </p> <p>Dear Samsung</p> <p>I purchased a Sgear fit 2 last year November while in Dubai of which I still have the proof of purchase. Recently I have had problems with the heart rate monitor and large sections of runs I have done not being recorded. My first step was to go online and see if there was an explanation to be found for the issues I was experiencing. What I did find was a multitude of people complaining about the same thing. I did come across an official response from Samsung which stated that the heart rate monitor worked best when a person is still. I find this very amusing because it is marketed as a fitness device. Don't know how to exercise while being still but would appreciate it if you boffins could tell me how.</p> <p>I contacted Samsung who said I should take the SGear to MM All electronics in Rivonia. The unit was assessed and it was found that the heart rate monitor was faulty and needed to be replaced. I was told Samsung rejected the warranty claim and the repair would cost R2200. We took this up with Samsung SA and were declined again because the product crossed borders which is not mentioned when buying your products.</p> <p>I have had issues in the past with Samsung products and this is the last time. When buying a product from a strong worldwide brand you expect first world service and a commitment to see you right. This is the bases for establishing brand loyalty. You have lost my loyalty.</p> <p>Going forward Samsung would be a last choice when renewing cell phone contracts of which I have 6 for direct family members and employ 7 sales consultants. Considering that contracts are renewed every two years it works out roughly to 105 units over the next 30 years. I have already exercised my right and chose a Sony above your product on a contract that is coming up for renewal month end.</p> <p>When shopping for appliances do you think Samsung would be at the top of my mind. I assure you not. I don't want to buy a washing machine only to be told that it works best when there are no clothes in it. Nor a dishwasher that works best when only one plate is in it. Nor a refrigerator that works best if not removed from the packaging.</p> <p>When companies become big and arrogant they often forget that it is the consumer that got them to where they are. When the arrogance takes over they forget the little people on the ground who supported them. That is when they start losing their customers. One by one. I have learnt this valuable lesson in my own business.</p>