Samsung Care - No Response or updates.

2 weeks ago I sent my Samsung Galaxy s20FE in for a screen repair at my local authorized Samsung Repair Centre. As I have a Samsung Care policy in place which is still active until 11 September 2022, I was assured by the agent that there would be no delay.

After a few hours I got a call from the Samsung Repair Centre, notifying me that they are having trouble submitting a claim to Samsung Care for the repair as my profile does not appear on their system.

I then phoned Samsung Care directly to find out if they can see my policy as active on their side. Samsung confirmed that my policy is active until 11 September 2022 and that there should be no problem claiming.

I then informed the Samsung Repair Center about this, and they ended up logging a call with Samsung South Africa directly earlier this week to investigate what might be wrong with my profile. Since then I have still not heard anything from you, and it's starting to become extremely frustrating as no one can give me a direct answer as to what is actually going on. As a paying customer who pays this policy each and every month without fail, I think that it is absolutely ridiculous that when I need to claim, that I am sent from pillar to post with no updates.

If Samsung South Africa is striving to offer a better customer experience, then this is not the way to do it.

Thanks and regards, Kieran Gajjar