Samsung

To whom it may concern

I had bought a Samsung Note 10 on the 27/9/2020 from the Samsung store at Pavilion Durban. Couple of months down the line the phone started to give me some trouble, the phone was heating up and the battery life did not last very long. So I decided to go to the store and explain to them the problem I was having with the phone. They told me to take the phone to where they do the repairs.I left the store very disappointed as they showed know interest to my problem. As I did not know the area I called up the Samsung store again and asked if they could please assist me by taking in the phone and sorting it out,after they've giving me a long story they agreed to do it they said that I should bring the phone to the store. So on the 13/11/2021 I took the phone to the store. As i was still using the phone it had my sim card in it, the guys at the store examined the phone opened some apps took some pictures of the phone and gave me a written description stating that the phone only had some scratches on the back cover. They took out the SIM card and gave it to me and said that I should come back to the store after 21 days to fetch my phone. Couple of weeks passed by and I was at the mall so I decided to pop in to find out what was the story about my phone. When I went to the store they could not track my phone as they did not know where it was and they did not even know what phone I had given them I waited for more than 45 minutes eventually they had tracked it down. In my presence Tyson Pillay spoke to the technician about the phone. To my surprise the technician had given a list of breakage the phone had eg. the motherboard was broken and the back camera was cracked and they asked me to pay 6,000 for the repairs. I immediately reacted and rep**** to Tyson "my phone was not broken when I left it here at the store,it only had a problem with it heating up and the battery life not lasting". Tyson Pillay agreed with me and called up the technician again and explained that the phone was not broken and they have a picture that showed the phone with no crack on it. Tyson Pillay told me he was not sure where the phone broke between the store and where they do the repairs. So he asked me to give him some time to do an in-house investigation to find out where the phone broke and he will get back to me, I said okay and left the store very disappointed again.It seemed like they were not bothered about me as a customer because they were more concerned about who was going to fit the bill. After a couple of days has passed again no response from the store so I called him up again, Tyson and I spoke he said that they don't know where it broke but they have the picture that they took out at the store showing there was no damages to the phone and they were trying to sort it out and who will fit the bill for repairing the phone. I explained to him I was not willing to accept a broken and repaired phone and I asked that they replace my phone with a new one or they refund my money. Tyson pillay rep**** "ok let me sort some stuff out and I will get back to you". Couple days has passed again and Tyson decides to send me a message via WhatsApp changing the story saying that the phone was not broken when actually I was in the presence of him chatting to the technician when he said that the phone was actually damage the motherboard was broken and the camera was cracked. I called him up immediately and asked him what was the story and why was he lying. He later on said the camera was only broken, I told him that I was with him when he spoke to the technician so he should not lie as he did have the phone on loud speaker and I heard the conversation. His response was that he was just letting me know what the technician had said. They asked for the password for my phone which I gave to them and to my surprise they said that TiK ToK had damaged my phone. I asked how is that possible he rep**** it was running in the background so I asked shouldn't it have sent me a notification stating that an app is running and that it needed to be closed he rep**** "I'm not sure". Couple days passed again no response so I went to the store, i asked them what's the move forward because I need my phone. They **** to my face saying that the phone was not damaged and that they were waiting for me to reflush the phone. They had not made any attempt to contact me I was the one always contacting them, I did explain that I will not take the broken and repaired phone many times and it seemed like it was falling on deaf ears and they were not bothered at all. They had given me so many numbers to call that did not work and addresses which just made me run around and waste petrol.I called up customer services so many times and still no assistance or any response from them. I had even went to the Gateway store to try and get some assistance. The manager there called up the Pavilion store, and they **** yet again saying the phone was not broken and they did not ask me to pay anything. And they are repairing the camera for free.My phone is still at the store I am very upset and disappointed with the Samsung store and service. Their employees were very rude, disrespectful and ********* towards me as a customer.This is unacceptable for such a big brand as Samsung. This matter needs to be escalated and resolved immediately....

Now after damaging my property they want to give me a damaged and repaired phone which is not acceptable. They are not even bothered about me as a unhappy customer. I have lost all faith in Samsung. It is such a disappointment.