1 reviews | Active since Dec 2012
S6 - Disappointed and dissatisfied
<p>I received my Samsung S6 last year November for which I was very excited as I could finally afford it to not have to purchase a 'mini'. I had the perfect first few months with my phone, almost like a brand new relationship until it started giving me trouble about a month ago. The phone will for no apparent reason and with nothing specifically triggering it, just switch off. I'd try to switch it on but will not go back on. After a while it would turn on by itself and so the process would continue. It got so much worse over the last week that I could barely keep it operating. The Samsung Call Centre was not in the slightest helpful in any way whatsoever. They said I can either take it to JHB (1 300km from me) or Cape Town (****m from me) or I can take it to my service provider, which in the first place was not the problem. Anyway, I took my phone this morning after it just would not stay on from yesterday as I have been postponing it due to my phone making out a very large part of my life, both personal and professionally just to find out that they now have to send it away for anything between 3 and 4 weeks. I left the shop dissatisfied, unhappy and very disappointed in the phone which I had worked so hard for in the first place. I was also informed that all my info, photos, contact etc. would be lost in the process as they are not allowed to make backups even though I was not able to do so. </p> <p>I am at a loss of words to try and explain my heartfelt sadness and disappointment in this situation and how Samsung failed me both in the quality of the device as well as their service.</p>
The disappointment only continue to say the very least.
Just to make myself clear: I phoned the Samsung customer care line on Tuesday, 19 July, between 17:00 and 18:00. You record your calls, so please track mine.
The consultant with whom I spoke first told me that I have to take the phone to either JHP or CPT. After explaining to her how far the two are from me she advised me that the best option she could recommend is to take the phone to my service provider. Which I did.
Last week after my first review has been posted one of your consultants did phone me. His first response to me was that it is such a pity that I did not rather take my phone to one of your service centres... I also repeated my conversation with the first consultant to the second one and explained the distance factor AGAIN.
I was then informed that once the phone is at the service provider (which would take 3 - 4 weeks), you cannot do anything to be of assistance. This is still YOUR product right? How on earth do you sign service level agreement which allows you to deny a customer any type of responsibility or service for a faulty product on your side?
I want to once again make it very clear that my problem is NOT with my service provider but with Samsung.
My frustration continues:
1. You are a common brand, not only in phones but in various household items. How is it that you don't have sufficient service centres? iPhone has a service centre everywhere you turn your back! And the only specialize in phones, tablets and computers.
2. If you are so adamant that your phones be sent to you, why don't you arrange a courier to pick up the **** you sold?
3. Once I explained to the second consultant what was wrong with the phone he told me that it is the first time a problem like that has been brought to your attention. Which also is not the truth as I know of 4 people at my work who had the EXACT same problem also with their Samsung devices. Not to mention the online discussions and forums of people having the very same problem.
If you are not willing to help further, please don't assign someone the stupid task of apologising on your behalf. I don't want an apology! I want what I paid for! A phone in WORKING order!
The disappointment only continue to say the very least.
Just to make myself clear: I phoned the Samsung customer care line on Tuesday, 19 July, between 17:00 and 18:00. You record your calls, so please track mine.
The consultant with whom I spoke first told me that I have to take the phone to either JHP or CPT. After explaining to her how far the two are from me she advised me that the best option she could recommend is to take the phone to my service provider. Which I did.
Last week after my first review has been posted one of your consultants did phone me. His first response to me was that it is such a pity that I did not rather take my phone to one of your service centres... I also repeated my conversation with the first consultant to the second one and explained the distance factor AGAIN.
I was then informed that once the phone is at the service provider (which would take 3 - 4 weeks), you cannot do anything to be of assistance. This is still YOUR product right? How on earth do you sign service level agreement which allows you to deny a customer any type of responsibility or service for a faulty product on your side?
I want to once again make it very clear that my problem is NOT with my service provider but with Samsung.
My frustration continues:
1. You are a common brand, not only in phones but in various household items. How is it that you don't have sufficient service centres? iPhone has a service centre everywhere you turn your back! And the only specialize in phones, tablets and computers.
2. If you are so adamant that your phones be sent to you, why don't you arrange a courier to pick up the **** you sold?
3. Once I explained to the second consultant what was wrong with the phone he told me that it is the first time a problem like that has been brought to your attention. Which also is not the truth as I know of 4 people at my work who had the EXACT same problem also with their Samsung devices. Not to mention the online discussions and forums of people having the very same problem.
If you are not willing to help further, please don't assign someone the stupid task of apologising on your behalf. I don't want an apology! I want what I paid for! A phone in WORKING order!