SAMSUNG CLEARWATER REPAIR DEPARTMENT, SUCH A DISGRACE AND DISAPPOINTMENT

I am utterly disappointed with your store in Clearwater mall. 1 November 2022 I took my Samsung z flip3 in for screen repair and I had the Samsung care plus protection which expired in December 2022. On 16 November I got a call from the store advising my phone is fixed and ready for collection. I went in 17 November to collect just to be told that they still need to upload the software which is currently offline etc. I waited for their call. Eventually I decided to go back in store in December 2022 to be told my claim was rejected due to the Samsung care plus being expired. I asked how is it possible when my phone has been there since beginning November and was told in November that it had been fixed. I have been going in to the store every month since. We are now in March and I still have no feedback from them. 27 February I went in and because I told them I am not leaving until I get my phone the store manager Jerome stepped in and all of a sudden they are busy on the phone with their head office to try resolve it. They asked for my contact number which I gave to them and until today no one from HQ has called me. The store manager at Clearwater mall branch called me yesterday morning advising that they are busy on the phone with HQ and he will call me again during the day. Which has not happened. I am still sitting without my phone paying my monthly installment to my service provider for a phone that I do not have in my possession at all. I don't understand why we as customers need to be inconvenienced with whatever issues Samsung and their insurance company deal with. We have done our part and yet we are suffering because of HQ and their insurance cannot get on the same damn page with clients claims. I will never ever take up your damn ridiculous insurance if this is what they would do to the clients. I have no problem paying the R1000 excess fee which is the amount that I was told I will pay once my phone is fixed bit now Samsung is acting as though me the customer is at damn fault for their internal issues that they are dealing with. If this is how you will be treating your clients then HQ has to look much deeper at what their processes etc are and change them as it is definitely not working and train your damn staff at repair centre's to ****** do better and actually follow up on **** on time and not months later. I am not the first client having this problem and no one is doing a damn thing about it.