SAMSUNG and CELLC give me my PHONE!

Date: February 12, 2025 To Whom It May Concern, I am writing to urgently address the ongoing issues I have encountered with both Samsung and CellC regarding the device I chose as part of my 36-month contract. As a loyal customer of CellC and a long-time user of Samsung devices, I have found myself in an incredibly frustrating and unacceptable situation. I am currently paying for a Samsung Galaxy 24 Ultra, which I selected due to its superior camera specifications, and yet, I am being denied the device I am rightfully entitled to. I renewed my contract with CellC in December 2024 and chose the Samsung 24 Ultra to meet my needs as a creative influencer. Within three days of receiving the phone, I encountered severe speaker issues, rendering the device unusable for calls and voice notes. Despite my immediate return of the phone to CellC, I was told that I had to deal directly with Samsung, who then provided little to no support in resolving the issue. I was instructed by Samsung’s Edward Street branch to wait until January 7, 2025, to bring in my phone for assessment, as I would not be able to manage without a phone during the holiday season. I comp****, and on January 7, I handed in the phone as instructed. However, after waiting over a week with no update, I found myself continually chasing Samsung for a resolution. I was repeatedly promised call-backs and escalations, but I was left without any answers. The most recent conversation I had with Samsung was nothing short of appalling. I was told I could not receive the 24 Ultra but was instead being offered a Samsung Z6 Fold— a device I never chose and which does not meet my requirements. I made it clear that I wanted the 24 Ultra, or at the very least, the new 25 Ultra, as it would meet my needs. However, I was informed that obtaining the 25 Ultra would take months, and I was being bul**** into accepting a phone that I did not want. I am a PAYING customer of CellC, and as such, I am entitled to the phone I initially chose under my 36-month contract. It is completely unacceptable to expect me to accept a phone I did not agree to or want, particularly when I am already paying for the Samsung 24 Ultra that was faulty from the start. I have had no phone for over a month now, and this is severely affecting my personal and professional life. Furthermore, I do not believe a phone call can serve as a binding agreement for a phone replacement that affects me for the next 36 months. No written quote or agreement was provided, and I was pressured into a decision without adequate time or information to make an informed choice. This is an unfair and unjust situation, and I am demanding that both Samsung and CellC take immediate action to resolve it. I insist that Samsung either provide me with the 24 Ultra, the phone I originally chose and am paying for, or at the very least, a 25 Ultra that matches the camera quality of the original device. This issue must be resolved promptly, as it has gone on for far too long, and I am losing valuable business and income as a result of this delay. I expect to hear back from both CellC and Samsung immediately and for this matter to be resolved once and for all. I should not be forced to accept a device that I did not choose, and I deserve to receive the phone I selected under my contract. Please contact me urgently at *** to resolve this matter. PLEASE Hellopeter help me!!! Sincerely, Ingrid Burger-Du Plooy Thank you to the ONE Samsung lady at Edward street, Ruweida, that tried her best to help me and stop me from posting to Hellopeter.