Samsung Care Centre is Run by *********

<p>LOVELY PHONES, HORRIBLE CUSTOMER CARE</p> <p> </p> <p>I, Selatole Moshabane, am the owner of a samsung A5. The phone had a problem with catching better network than edge, a possible problem with antenna or whatever. I took this unit in to samsung care centre,Constantia Park, Hendrik Potgieter Rd & 14th Avenue, Weltevreden Park, Roodepoort, 1709, initially on the 29th of April.</p> <p>The technicians managed to return my phone on 11 June 2015 with a fixed camera and charging port, but the phone still struggled for network ( thus the problem was not fixed).</p> <p>I took the unit back the next day 12 June 2015, and was told the unit would be fixed and ready for collection in 3 days... Well today is 2 weeks later and I am still without my phone.</p> <p>After several calls to the care centre from the 3rd working day to date, I received the response, "the technicians are still to do and complete assessment on the unit and that they have backlog". For 2 weeks?</p> <p> </p> <p>I finally got my device, and the screen would now a display within 2 weeks of the repair job. I took it back to the same repair centre 2 weeks after it the screen stopped working.</p> <p> </p> <p>From then they responded almost a month later, claimimg that in the month I had my phone back with me from the repair centre, that I took to some ***** cellphone place and thats where they say i tampered with the unit.</p> <p>But if anyone in Samsung had half a brain cell, they would be able to see how many times I brought my phone in for repairs in a period of 6 months, and be able to tell that I am clearly someone who was very adament about having my phone fixed at Samsung.</p> <p>According to Samsung they do control checks and take photos of the device inside after repairs, evidence which they keep... apperantly.</p> <p>But they cannot provide evidence that my unit was fixed properly in the previous job, because that would prove whether the device was improperly fixed by their staff of tampered with by me. </p> <p> </p> <p> </p> <p>Rudolf Stolk doesnt even care to find out how many times the unit was brought in the 6 months since it started giving me problems, furthermore he gets the date I booked the device in incorrect.</p> <p>He then goes to claim that their internal controls are solid; which is laughable.</p> <p>Rudolf even went as far as saying that they did not open the device in the previous in the previous repair, to which I responded it would not be possible for them to fix my PCB with opening up the device. Now being caught in his own of stupidity, instead of fixing the problem they created, Rudolf decided to respond with more stupidity! He is an IDIOT!</p> <p> </p> <p>I WANT A NEW PHONE!</p> <p> </p> <p> </p> <p>DON'T PRETEND YOU INTEND TO FIX THE PROBLEM, I WANT A NEW PHONE.</p> <p> </p> <p>This my conversation with K Masemola, Senior Customer Service Executive, where he does not respond to my request for Samsung to prove the phone was fixed right in the previous repair.</p> <p><br />Can you please look up job number: SE127562<br />Date of this job should be 12/06/2015</p> <p><br />Please send pictures from the last repair job, before and after completion. With a date stamp on the pictures and the report.</p> <p><br />As well please send the repair report and procedures conducted by the technician, as well may it come signed by the technician and his supervisor with the date.</p> <p><br />If possible can you also send a list of materials used in the repair.</p> <p><br />The report of job number: SE127562 should speak for itself.</p> <p> </p> <p><br />Regards</p> <p>Sent from my iPhone</p> <p>On 07 Oct 2015, at 9:48 AM, Keodirelang Masemola ********** com> wrote:</p> <p><br />Good day</p> <p> </p> <p>We have received your query and re-assessed your complaint in good faith of keeping you as our loyal supporter.</p> <p> </p> <p>We have established the rear casing, Main PBA, LCD, Sub Volume Key and Battery is damaged due to tampering and need to be replaced. The Sub Volume key is glued to rear case and the ribbon tracks is torn.</p> <p> </p> <p>I have attached the report and pictures of your unit.</p> <p> </p> <p>Please note that when Samsung Hand Held devices is sent into the Service Centres for any repair the unit will need to be returned to the customer in a Factory Condition thus the reason why the Service Centres does a thorough assessment and check all problems on the phone in order to return the phone to the customer the way it was presented to the customer on the day of purchase.</p> <p> </p> <p>This is an official Rejection e-mail as this has also been declined by our Warranties Department due to the above factors mentioned.</p> <p> </p> <p>Kind Regards</p> <p>Keo Masemola</p> <p>Senior Customer Service Executive</p> <p> </p> <p> </p> <p>I then tried to sort it out with Rudolf Stolk, Service Manager, and he echoed the pompous, lack of courtesy present in K Masemola. This was our communication:</p> <p> </p> <p>Hi Selatole,</p> <p> </p> <p>The evidence is clear that the device was tampered with and opened by a non-authorised person. The device would not have passed Post Repair quality control with such faults. Unfortunately the device is out of warranty due to tampering and the quote will stand.</p> <p> </p> <p>The assumption of “lying” and “a simple repair into an unnecessary argument” not true. Unfortunately we will not be able to honour warranty on a tampered device</p> <p> </p> <p> </p> <p>Thanking you</p> <p>Best regards</p> <p> </p> <p>Rudolf Stolk</p> <p>Service Manager</p> <p> </p> <p>Tel No: ********** </p> <p>Fax No: ********** </p> <p> </p> <p>Please note my new e-Mail address:</p> ********** <p> </p> <p>For more info please visit:</p> <p>http://www.samsung.com/africa_en/smartcarecentres/?pid=africa_en_home_latest_right1_smartcarecentres_ ********** 8<br /> </p> <p>From: Selatole Moshabane ********** <br />Sent: 19 October 2015 03:00 PM<br />To: Rudolf Stolk ********** ********** />Cc: Lesego Kolobe ********** ********** zaservice ********** />Subject: Re: SS133422<br /> </p> <p>Afternoon<br /> <br />First off the previous repair job involved the PCB, and I doubt you fixed that without opening the phone and tampering with the phone's internals.<br />Hence you either have the photos of the internal of the previous job to prove you did a good job or you are lying.<br /> <br />Secondly the device worked for about a month then the problem started, at which point I stopped using the phone and started using another.<br />Thereafter I brought the device in about early September not the end, so check your facts.<br /> <br />You have turned a simple repair into an unnecessary argument of which Samsung and its staff have responded without making sure of facts surrounding the issue.<br /> <br />Looking forward to a timely response.<br /> <br /> <br />Regards</p> <p>Sent from my iPhone</p> <p>On 09 Oct 2015, at 1:15 PM, Rudolf Stolk ********** wrote:<br />Hi Selatole,</p> <p> </p> <p>We will not have photos of the internals on the device on the previous repair as it was not tampered with. The previous repair was also done on June 2015. The repair indicating tampering was booked in 29 September 2015. It would have been impossible for the device to operate from June 2015 until now based on the internal condition of the device</p> <p> </p> <p> </p> <p> </p> <p>Thanking you</p> <p>Best regards</p> <p> </p> <p>Rudolf Stolk</p> <p>Service Manager</p> <p> </p> <p>Tel No: ********** </p> <p>Fax No: ********** </p> <p> </p> <p>Please note my new e-Mail address:</p> ********** <p> </p> <p>For more info please visit:</p> <p>http://www.samsung.com/africa_en/smartcarecentres/?pid=africa_en_home_latest_right1_smartcarecentres_ ********** 8<br /> </p> <p>From: Selatole Moshabane ********** <br />Sent: 09 October 2015 12:44 PM<br />To: Rudolf Stolk ********** />Cc: Lesego Kolobe ********** ********** />Subject: Re: SS133422<br /> </p> <p>The evidence must be for the previous job number. That job number is SE127562<br /> <br />It is the job number for last time my device was in for repairs, which was in June.<br /> <br />Thereafter please send the evidence as requested in the email prior.<br /> <br />I reiterate that the evidence of this previous repair job will prove where the fault indeed lies.<br /> <br />Thanks for the timeous response even though it's for the wrong job.<br /> <br />Regards</p> <p>Sent from my iPhone</p> <p>On 09 Oct 2015, at 10:25 AM, Rudolf Stolk ********** wrote:<br />Hi Selatole,</p> <p> </p> <p>Please find attached report as well as photos…</p> <p> </p> <p> </p> <p> </p> <p>Thanking you</p> <p>Best regards</p> <p> </p> <p>Rudolf Stolk</p> <p>Service Manager</p> <p> </p> <p>Tel No: ********** </p> <p>Fax No: ********** </p> <p> </p> <p>Please note my new e-Mail address:</p> ********** <p> </p> <p>For more info please visit:</p> <p>http://www.samsung.com/africa_en/smartcarecentres/?pid=africa_en_home_latest_right1_smartcarecentres_ ********** 8<br /> </p> <p>From: Lesego Kolobe ********** <br />Sent: 08 October 2015 02:11 PM<br />To: ********** />Subject: FW: SS133422<br /> </p> <p> </p> <p> </p> <p>From: Selatole Moshabane ********** <br />Sent: Thursday, October 08, 2015 1:49 PM<br />To: Lesego Kolobe<br />Cc: ********** zaservice; ********** />Subject: Re: SS133422<br /> </p> <p>Please check job number SE127562<br /> <br />If you could please e-mail the pictures of before and after the repair job with the date stamp on all the picture.<br /> <br />As well please send me a copy of all the procedures documented and conducted by the technician that fixed my phone.<br /> <br />Furthermore please send the control check of the technicians work by the supervisor to prove that the supervisor saw and approved the work conducted before it went to quality control check.<br /> <br />As well if can please forward a copy of the material used during the repair job.<br /> <br />Please ensure all the documents and photos are dated and authorized.<br /> <br />I am confident this evidence will clear up all confusion granted it has not been tampered.<br />Maybe for extra safety sake, check the logs of access to that job number after the repair was complete.<br />Pay close attention to irregularities.<br /> <br />Regards</p> <p> </p>