RE: FORMAL COMPLAINT REGARDING DISSAPPOINTING SERVICE BY SAMSUNG

I am writing to express my deep dissatisfaction and disappointment with the service I have received from both Samsung and Vodacom concerning my recent upgrade process. The handling of my case has been below the standard I have come to expect from both companies, and I believe this process is far from customer-friendly. On 30 November 2024, I upgraded my Vodacom package. The upgrade including a watch and buds. I was advised by the Sales Consultant at Vodacom, that the accessories are not included when you upgrade and that an application must be done in order to obtain the “promotional gifts”. On the same day I submitted the request to Samsung, to which I did not receive a response. On 11 December I followed up with the Sales Consultant, Elmary, who merely sent an email to the same email address I had been given. I also sent a follow up email on the same day and received a response stating that my package will be delivered within 7 – 14 working days. On 20 December, almost a month after submitting my initial request, I received an email advising that there is a delay in delivery to South Africa. Please note that this was a Christmas gift for my son. It is almost two months since I submitted my initial request. I have not received any further updates or communication from Samsung or a response to my follow-up request. If this is indeed the new upgrade process being followed by Vodacom and Samsung, I am deeply concerned for future customers who may face similar frustrations. As a loyal customer, I am disheartened by the lack of support and attention to my concerns, and I feel this matter has not been resolved in a timely or satisfactory manner. I look forward to your prompt response and hope to receive my “promotional gifts” within this month still.