Samsung Canal Walk (CDTI) is a joke (not funny)

I recently had a very unpleasant interaction with Samsung South Africa regarding an internal hardware fault on my Samsung S5. This device was outside of the 2 year warranty period and regardless of the Samsung technicians discovering that this fault was an internal fault that was not caused by the customer, Samsung denied the request for an extension of the device warranty.

After numerous of phone calls and discussion with Samsung Customer Service consultants, I have made peace with the fact that Samsung products cannot be trusted and are not built to last. As per one of the senior customer service consultants, I just had "bad luck" to experience a device malfunction outside of the 2 year warranty period since this is perfectly normal.

I have now however been struggling to get this faulty device back from the Canal Walk Samsung store. I have been in the store 4 times the past 2 months having to hear every single time that the device is not available for collection. After receiving confirmation that the device is ready for collection I decided to confirm this the day before driving all the to Canal Walk. Three days before the "cut off date", I was told that the device was already sent to Johannesburg for "safe keeping" and that I would have to pay for a courier service to have it delivered to me.

I would like to bring this to your attention, as not only have I been utterly disappointed in the quality of Samsung's products and their ability to take responsibility for faulty products, but now I see the full picture of their standards of quality. This has been the most inconvenient and pathetic service that I have received.

I truly hope that you share my opinion that this level of incompetence is unacceptable. At this stage I would expect that device to be repaired and couriered to an address of my choice.