Samsung and Vodacom - Advertising & Marketing - Service Delivery

I would like to bring to your attention the dilemma I have been having with Samsung and Vodacom Gateway.

On the 25th September 2020 I took a contract with Vodacom Gateway which included the Samsung TV. I have sent through my documents to verify over 5 times already. I even emailed it to ***. I received a confirmation by return email stating receipt of documents and it will be verified. When I followed up, I was given 2 different order numbers on 2 different occasions. I was also advised that my order is with the courier and will be advised soon, with delivery details.

But then don’t hear anything for weeks and then try to follow up only to be told that they need to verify the documents and that they need a TV license on my daughter's name when she does not even have a TV license as she lives with me. I have explained several times that the contract is on my name and I have given all the documents requested which are also on my name.

To date I have not received anything further. It is actually becoming very frustrating for me now as I took this contract in September last year and it is now 5 months later and still no TV nor any feedback. It's actually costing a lot of airtime trying to contact Samsung and to get through to speak to someone after 15 to 20 minutes and then to explain everything to a different consultant who eventually says they will have to get back to me, which they don't. My daughter was with me that day when I took the Contract and the consultant at Vodacom asked her what’s her name and assisted her in completing the request for the TV. So, he happened to put her name on the request instead of my name. I have tried to resolve this with Samsung but with no success. I have contacted the Samsung Rep Mr. Shikar Preethlall several times which he also seems to have no answers for me.

The Contract is on my Name. I have taken the contract. I have given proof of this, by sending through the Vodacom Invoice, copy of my I.D., copy of my TV license. Emailed this so many times but still no response or feedback. I am a very upset and dissatisfied client to be getting this terrible service from a well-known company "Samsung" and no assistance from Vodacom at all. I had phoned to speak to the manager on the 5 Feb 2021 (Friday), a lady by the name of Mackayla answered and told me that they were having load shedding and then I left a message for the manager Dinesh to call me back, which he did not. I went to the store on the 6th Feb 2021 (Saturday) spoke to the sales person who assisted me and then asked for the manager. I then went to Dinesh the manager of Vodacom Gateway who was standing at the entrance of the store talking with 2 of his employees. I asked him if he received a message to call me yesterday, he said he did not. Anyway, I explained my problem to him and he said okay he will contact Samsung and get back to me on Monday. Was not even interested in taking any details down from me but brushed me off by saying he will get my details from the sales lady. As I thought he will not come back to me nor phone me, Monday came and went by, Tuesday came and went by, still no contact from Dinesh of Vodacom, then on Wednesday I phoned for him again and a person by the name of Viresh answered and I advised him that I want to speak to the Manager Dinesh, he said he was not available and I left a message with him stating it was urgent that he contact me. To date 23 February 2021, still not call from Dinesh.

I have since heard that there are a lot of customers who are having the same problem. Took the contract but did not receive the TV.