Post Sales- Pathetic Service

I purchased a Samsung Fold outright from a Samsung retail store. After a year of use, I began experiencing persistent issues with the screen lifting. The first repair process was extremely frustrating—it took over three weeks to resolve. Unfortunately, a year later, the same screen issue reappeared.

When I contacted customer care, I was assured that a case manager would follow up. That turned out to be a major disappointment. I explained clearly that the problem was due to a manufacturing defect, not user damage. The case manager acknowledged that Samsung is aware of recurring issues with this particular device. However, since my warranty had expired, I was told I would need to pay R12,000 for repairs or continue using a damaged phone. I was also informed that escalating the matter would not change their decision.

What made the situation worse was the manager’s dismissive attitude—he was unwilling to listen and responded rudely and abruptly. Despite confirming that the issue was indeed a manufacturing fault, I was left with no support or resolution.