Samsung Eastgate

Item: Samsung South Africa
Rating: 1
Author: Steven L

I went to samsung Eastgate in December to repair my gear S2 watch. I called before and was told they could repair it and change the strap. The Dial/school ring on the watch had come off.

At samsung I give it to the ‘repair’ man. He comes back 15 minutes later and tells me that if ‘I BUY SUPERGLUE HE WILL GLUE THE DIAL RING BACK ON BACK ON, BUT IT MAY GET ON THE SCREEN AND STOP WORK’. I tell him not to worry. He had not changed the strap (I brought a metal strap with me because the leather strap broke). He says he can do it. After another 10 minutes he returns, he put the metal strap on but he cannot resize it.

I complained to samsung South Africa, and they told me to speak to the store manager. I could not find an email address for the manager. As someone who has always used samsung devices, I am supremely disappointed in samsung. This service, accountability and lack of product support is absolutely terrible. You have lost a customer!

Helpful (0)

Replies (3)

Samsung South Africa's replyOfficial

28 Jan 2020, 10:16

Good day Steven

We are sorry to hear about your experience.

We would like to escalate your concerns and our Voice of Customer department will be in contact with you to discuss the issues you have raised.

You will receive the reference number shortly.

Regards,
SamsungSA
:^JL

Samsung South Africa's reply28 Jan 2020, 10:16

Official

Good day Steven

We are sorry to hear about your experience.

Steven L's updateReviewer Update

07 Feb 2020, 20:54

samsung, I have not received a reference number in a week. I am not sure if this is normal service for you but I find this pathetic. The worst customer service I think I will ever experience

Steven L's update07 Feb 2020, 20:54

Reviewer Update

samsung, I have not received a reference number in a week. I am not sure if this is normal service for you but I find this pathetic. The worst customer service I think I will ever experience

Steven L's updateReviewer Update

16 Mar 2020, 06:54

Samsung asked for a reference number of the repair. The superglue repair never took place as I was not prepared to let an official samsung employee superglue my watch together.
It took 3 weeks to get to that point. I am commenting this in order to let others know about samsung.

I am done fighting with samsung. YOU HAVE THE WORST CUSTOMER SERVICE IN SOUTH AFRICA. You lost me as a customer (and I currently own 13 samsung appliances/devices).

I did not appreciate your email that stated I was responsible for stopping the complaint. In your final email you placed the responsibility on me for being tired and worn out from dealing with samsung. I went to samsung and was willing to pay for a repair. I complaint and wated 3 weeks for a reply. The reply was just burocrasy in order to delay/minimise my chance of getting a repair. You stated my complaint will be used as a case study.

Thus, I am left with this: DO not negate the attempts I made to repair my watch and resolve a complaint. I tried hard. Your product support is non-existent, your “repair men” are not repair men, the red tape you use is very effective at stopping/stifling complaints.

Steven L's update16 Mar 2020, 06:54

Reviewer Update

I am done fighting with samsung. YOU HAVE THE WORST CUSTOMER SERVICE IN SOUTH AFRICA. You lost me as a customer (and I currently own 13 samsung appliances/devices).