*** refusing to investigate

Hello Peter Below are my communication I has with *** regarding the problems I had with my Samsung Note 20 since day of purchase. The reply I received from Joan was very disappointing since she referred me right back to where I were just before I decided to email Tell Us. So why say 'TELL US' if you not willing to assist the customer. I notified Joan about my satisfaction but it seems my email has just been ignored I need this matter be thoroughly investigated bearing in mind that my warrantee will expire on 5 September 2022

Fwd: Note 20 refurbished device

Peter Brown <***> Attachments Jul 21, 2022, 10:30 AM (10 days ago) to accountscpt

Dear Sir Madam/Madam

As per my attached email you will see that the device had a battery problem since the day I bought it. The Dealer denied that there was a fault with the battery and wouldnt replace the OBF device. Thereafter, still within my OBF period, and based on the fact that the device showed that software updates where done months before I purchased it, I took the device to your SSS Cellular Repair centre and asked them to check if my device was a brand new unit. They said they had no way to check that but they could look at the battery problem.. Since neither the dealer neither SSS Cellular were prepared to help me in this regard, I had no choice but to have the device booked into your centre for a battery check.

Upon collection of the device the lady who gave me the device told me that the phone did not have enough data on it to conclusively determine if the battery was really a problem. I left with the device and invoice not knowing that the pages attached to the back of the invoice was a report on the status of battery which stated "bad battery". Months later when the device became worse I discovered that the pages were actually a report on the status of the battery and that it was contradicting that which the lady at SSSC counter told me.

By then the OBF period has long expired and in the meantime I was trying to find someone in Samsung to hopefully take a customers concern serious,but to no avail. Eventually the battery was so bad that I had to book the device in to SSSC for a battery replacement.

After the battery was replaced, I went to collect my device but I noticed that in the same week that the battery was performing almost just as bad as it was before the replacement. I became despondent since it seems that im not going to get what I should and expected te get from a NOTE 20, part of which was a battery which should last about 2 full days, under normal use. And I was just using it for personal use, and only a few hours in total per day. I still had to charge the battery late afternoon in order for it to last till about 10 or 11 in the evening. and I also noticed other problems with the device after collection. I became really fed up with having to watch the battery all the time, so I decided to write to Samsung "Tell Us", who suggested that I take the device back to SSS Cellular.

I believe that if SSS Cellular had in the first place, only assessed the device for whether it was Brand new or not, then im sure the device would have had to be replaced and I would not be sitting with this problem now for almost a full year.

In my opinion,the battery which SSS Cellular replaced, is either refurbished or generic , because it barely lasts a full day.

I kindly ask that you investigate this matter ASAP please since the warranty is about to expire soon and I would not like to see the warranty period being depleted by delays please. I repeat,..... this is a just Kind request.

Thanking You

Peter Brown ***

---------- Forwarded message --------- From: Peter Brown <***> Date: Mon, Jul 11, 2022 at 10:20 AM Subject: Re: Note 20 refurbished device To: Tell Us <***>

Dear Joan

I never received any feedback from voice of customer complaints department other than your reply dated 8 July 2022.

Nevertheless, as a Samsung Customer for many years, I'm very dissapointed that I'm being sent from A to Z and no one is willing to assist despite the fact that I have a legitimate complaint. I'm sory to say but I'm being left with the impression that Samsung dont care.

Unfortunately I have to say Samsungs after sale service in my experience is far from what I expected.

Voice of Customer wants me to go back to the store where I purchased the device and I must have the device assessed by Samsung Repair Centre.. I already done both It's in my complaint to Tell Us It's because I didn't get help from them that I decided to call on Tell Us but it seems Tell us as all others don't want to investigate the matter.

I'm a customer and I should be treated like one. I kindly ask please do some thorough investigation. I paid a lot of money for this phone and not even a year has passed and since day one I had problems.

I am absolutely sure my device was not brand new when I purchased it, but thusfar no one was and no one is willing to investigate. Why not?

I'm now sitting with a device of which SS Repair centre replaced the battery just recently but the battery doesn't last a full day on just normal use. As I said in my complaint I suspect the replacement battery was either not new or it's a generic battery. Still no one is prepared to investigate. Again I ask.. Why not?

I humbly ask you to please investigate this case cause my warrantee on the battery will expire on 5 September 2022.

I kindly ask for your help please. Please dont send me round and round. I need Samsung to investigate this matter pls

I thank you Peter Brown

On Fri, 08 Jul 2022, 09:53 Tell Us, <***> wrote: Good day Peter,

Thank you for your email.

Please be advised that your query was escalated to voice of customer complaints department and as per their feedback, you were informed to take up your query about the refurbished device with the store where it was purchased from. You may need to take the device into a Samsung service centre for an assessment if you are still experiencing faults with the device.

Our sincere apologies for the inconvenience caused.

Kind Regards,

^;Joanne

Social Media Team

Tel: +27 11 ***

Cell: *** Email: ***

Address: 2929 William Nicol Drive, Bryanston, Johannesburg, 2021

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: Peter Brown <***> Sent: Thursday, 07 July 2022 18:11 To: Tell Us <***> Subject: Re: Note 20 refurbished device

Dear Joanne

I'm just following up on my complaint because my phone is now almost impossible use without keeping it on charge regulary.

Kindly ask management if there's any feed back yet and if the investigation could be sped up pls, because Im stuggling very much with this phone now and I don't have money to buy an spare phone.

I await your reply

Kind regards

Peter

***

On Tue, 21 Jun 2022, 17:47 Tell Us, <***> wrote:

Good day Peter,

Thank you for your email.

We’ve escalated your query to the complaints team for assistance. Please wait for feedback.

Kind Regards,

^;Joanne

Social Media Team

Tel: +27 11 ***

Cell: *** Email: ***

Address: 2929 William Nicol Drive, Bryanston, Johannesburg, 2021

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: Peter Brown <***> Sent: Sunday, 19 June 2022 23:36 To: Samsung CallC Hq <***> Subject: Note 20 refurbished device

To whom it may concern

NOTE 20 5G

S/N ***

Just a bit of background news which all led up to this email

Between November 2019 and January 2021, I purchased 2 supposedly New Note 20's (from 3rd party dealers) at different times due to the fact the first one was refurbished and then also the second one. Ive been fully refunded though.

After this ordeal, in mid January 2021, I decided to rather buy a Note 20 from one of the Main "reputable" dealers, in this case it was Vodacom, thinking I would for sure get a New device from them. The device was also refurbished and defective and I returned it to the shop 3 days after purchase. I requested a full refund which Vodacom initially refused to do. I then entered into a long battle with vodacom who after 5 months was forced to refund me.

NOW HERES MY CURRENT CASE

After those previous issues, I decided that the only cell shop I can trust to give me a New Samsung Note 20 must be Samsung itself.

On 6 September 2021, I purchased what I believed to be a New Note 20 from the Samsung store in Cannal Walk Cape Town.

The sales person Wahied told me that the battery will go down a bit but I have to just charge it everyday for 2 weeks whereafter it will be operating at max.

On day 1 after purchase, I was quite surprised to see that the battery was lasting only about 8 hours not even a full day and its suppose to last about 2 full days.

I also noticed that Security and Google play System software updates were done on the device in March and January 2021 respectively. Thats months before I purchased the device as brand new.

On the 8th I took the phone back to the store where the manager and sales person denied that it was a refurbished unit and insisted I just have to keep charging the phone for 2 weeks and the battery will be ok.

They refused to replace the device.

Still not convinced that it was a new drvice, on the 11th September 2022, I decided to take the device to SSSCT SSS Tyger Valley (still trusting and believing that Samsung will be honest) to check if the device was infact new. I was told that they have no way of determining whether a device was new or refurbished. I did not believe that but the individual insisted that it was so but that he can check the battery. I then booked the phone into the SSS store.

On or about the 10th Sept 2021 I received a call from SSS CT Repair centre to come and collect my device and was also told that because the device does not yet have enough data on it they could not determine if the battery was bad. The battery also wasnt replaced then.

I went to collect the device and did not know what to do thinking if I'm gonna fight this one too, it could very well be again a long fight like in the case with vodacom and once again I will be left without my device for months.

My 4th Note 20 in as many months and this one from Samsung which now also end up being refurbished and this time I was stuck with it. I felt completely let down by Samsung whom I thought I could trust.

The battery became so bad that I had to carry a portable battery charger with me.

On the 4th May 2022 I took the device in to SSSCT repair centre for a battery replacement.

On return of the phone, I was very disappointed to ser thst the replacement battery performed just as bad as the original one lasting just about from 7am till about 5pm. I was wondering if the battery has really been replaced, and if it were, maybe it wasn't a brand new battery or it might be an aftermarket battery or something is wrong with the device itself.

The device also came back with other software related faults which were never on the device before it went for battery replacement.

Im tired of running around months on end and that for a handset which cost me R20K. You cant imagine my frustration trying to find this very expensive NEW Note 20 phone. The phone and brand I loved all the years but sadly being done in and messed around 4 times in about about 19 months which on one occasion left me without my device for 5 months.

It's absolutely ridiculous and unacceptable.

I request an urgent investigation into this matter. I believe I should have been given a brand new device the day when I took the phone into the Samsung store in Cannal Walk 2 days after purchase and/or when I took it into the SSSCT repair centre 5 days after purchase.

I'm currently sitting with this handset which I still have to charge everyday late afternoon in order to get by till sleep at about 10pm. And that after a battery replacement was done just recently.

I'm 63 years old. I don't have games on my phone and my daily usage of the device is very minimal. Not at all business like.

I trust you will give this matter your urgent attention and replace this refurbished handset with a BRAND NEW device please. That is the least I expect since the device was reported twice within the OBF period and no one was willing to address the issue.

I await your speedy reply.

Kind regards

Mr Peter Brown

***

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