Samsung - Despicable Customer Service *** / ***

It is with exasperation that I write this review, not from a malicious place but from utter disgust and frustration at this company lack of customer care/service. I have worked in the customer care industry for over 10 years and I consume many goods but never have I had such utter disregard for customers concerns and a lack of professionalism.

I took my phone in for repairs at the Sumsung Repair Center in Century City Cape Town, to cut a long story short, my phone was not repaired by that center and they had no capacity to respond to my numerous emails and phone calls requesting feedback on my device. The phones went unanswered for weeks in fact not even once did they answer or reply to my emails. Eventually, I decided to head to the stores in Century City, using my time and money, only to be promised that my phone is at the depot and will be delivered to my work address(which I left with an agent at that center - contact numbers and email addresses included), NEVER HEAD A THING from them.

I then resorted to escalating this issue with Samsung S.A, I got hold of their CSA agents via chat (Nhlanhla and a few others)were I was promised a swift response and an urgent attention to my query but all was in vain. After numerous email and very foul language(not my character), I was referred to their manager Thavie, who confessed that there has been an issue with the Repair Center, our phones have been lost and the centers are being shut down, I was promised that a replacement will be arranged and he(Thavie the Manager) will be updating me until the issue is resolved -BULL ****!! A WHOLE LOT OF BULL ****!!!

It took many follow-up emails and phone calls for them to dump me and refer me back to the service center, they could not fulfill their promise neither did they have the courage to inform me of their failure, I had (as I usually do to get feedback) to send emails, log on to chats, make phone calls to get them to tell me that they have failed.

I didn't go to the Repair Center in Century as this was a futile exercise and emotionally I was not ready to face those employees, it was clear that they didn't have my unit and I didn't have the energy to face unresponsive and uninterested individuals.

Roughly about 3 months later as I was weighing my options(including legal), I received a call from Shemendri who seemed apologetic and interested in resolving this issue initially, she requested that I forward my job card and an affidavit from the police. I arranged for these documents and sent them off the following day. After this didn't hear a word neither did she confirm to say she has received my documents and we were back to square one - me sending emails and making numerous calls to follow up, spoke to 3 / for different agents, each one promising feedback yet nothing was delivered.

I then received a call from two agents from Samsung in the 1st week of June(7 months later) Theo and (can't remember the 2nd), Theo showed some empathy and confirmed that the documents have been received, they're waiting for the manager to sign them off, I'll get "feedback" as soon as this is done but no definite date or timeline given, just to wait until they decide its time for me to get that feedback. As per usual, I received promised to hear from the manager confirmed to date I'm still waiting.

I have hit a brick wall and I'm totally put off Samsung - I'mm currently looking for a washing machine and a Television every time a sale agent suggest these products I get ill to the stomach - I will never ever spend a dime on this cheap imitations.

Extremely disappointed and exasparated at the pathetic attitude and a lack everything thats meant to be customer service from such a "big" corporation