Samsung electronics (cellphones) give VERY BAD in warranty service

<p>Samsung has outsourced their service centre to Smartlabs.</p> <p>Smartlabs, in Canal Walk Cape Town, misrepresent themselves as Samsung inside the Samsung centre.</p> <p>The canal walk service centre tested the Galaxy Note 4 and verified it being faulty (problem between the S-view cover and the phone) and not the S-view cover.</p> <p>After 10 days (promised 3 to 5 business days) I received an SMS stating that my phone was ready for collection.</p> <p>1. On arriving at the service centre the phone was not there, but rather was "in transit".</p> <p>2. The job card indicated that Smartlabs had not fixed the phone anyway and claimed the s-view cover was faulty, which is contrary to the tests done in the Canal Walk service centre where they tested the S-view cover on an alternative Galaxy Note 4 and verified that the cover was working correctly and the problem was the phone.</p> <p> </p> <p>Smartlabs: they force you to communicate with unknowledgeable call centre staff and ABSOLUTELY refuse to allow you to speak to the technician responsible for the repair. I am a s****ed Electrical Engineer but frankly common sense tells one what needs to be done. After wasted time and effort on the phone (about an hour) and escalation to the manager I still had no joy.</p> <p>Smartlabs escalation manager in Samsung Centre Canal Walk, they will attempt to resolve the matter in 2 days</p> <p> </p> <p>Samsung call centre: Their response is they will do an investigation and call me back in 1 to 48 hours.</p> <p> </p> <p>Bottomline: what is the point of supporting a company when they are unwilling or unable to support the product they sell, no matter how good the product. They have many competitors with excellent products (Apple, Sony, Huawei, Google,) that compete well with Samsung but if Samsung cannot meet its service commitment/obligation then us as consumers should "vote with our feet" and stop buying their products.</p> <p> </p> <p>Samsung, you need to do the following:<br />1. Offer your client a loan device to ensure continued use for whence the device was purchased in the first place.</p> <p>2. ensure, best effort, that data integrity is maintain, and where swop-out or component replacements is required then Samsung should back-up and transfer data and NOT rely on "indemnity from data loss" fall back position in order to not have to put in the effort required (assuming the nature of the fault allows of course).</p> <p>3. take FULL RESPONSIBILITY for and ensure that Samsung service commitment (in this case in warrantee repair) is done in a professional matter and within the time frames to which they commit. The same applies for out of warrantee repairs.</p> <p>4. Should Samsung fail to meet their obligations then have an effective escalation mechanism to help disgruntled customers, afterall the value of a top of the line Smartphone is roughly R13k-R20k without accessories nowadays.</p> <p>5. optional excellent service would be if the vendor fetched your faulty product from your client, specifically in warrantee repairs.</p> <p> </p> <p>In today's economy service is everything!</p> <p>In the South African context Samsung, your service sucks and is letting down what is otherwise a good product.</p> <p>In hindsight I would not buy a Samsung device again.</p> <p> </p> <p>Samsung ref no.s: ********** 689, ********** 191, ********** 415</p> <p>Jo card no. Q5SA065427</p>