Samsung - Failure to take ownership, Failure to communicate effectively, Failure to honor commitments made to consumers - SAMSUNG FAILS

Good day

I am appalled with the service received from Samsung, from their front desk, all the way to the top where I was in contact with a senior manager.

Here is a detailed mail I've sent to them the 17th, still no response and without my phone for over a month now.

"Good day Tshepo, and team

Thank you for the feedback, and the reply.

I will not be replacing this screen, I acknowledge that the screen was replaced, due to circumstances out of my control while away from home in a foreign country Ihad to resort to replacing the screen otherwise I would have been left in a very difficult situation, though this was my decision and I do not expect you to take responsibility for that.

I’d like to summarize my problem, again, as it seem my numerous attempt to clarify this for the relevant team involved has failed.

- The phone screen functions without problem (though I’m aware this is not under warranty any more) - Recently an update was released by Android, which was automatically installed on my phone, per Samsung’s support statement Android is supported and Samsung remains compatible with updates released, in events where updates are not compatible Samsung is responsible to supply a fix for this, to update their software. Details of this “known issue” has been reported by various Samsung users in possession of the same moel, please see here: https://us.community.samsung.com/t5/Other-Mobile-Devices/Galaxy-J7-Pro-Touch-Screen-Does-not-Work-After-Update-to-Android/td-p/397498 You can also view more information on a general search, including videos: https://www.google.com/search?q=samsung+J7+touch+screen+stopped+working+after+update&oq=samsung+J7+touch+screen+stopped+working+after+update&aqs=chrome..69i57.20023j1j7&sourceid=chrome&ie=UTF-8 - Due to the unique nature of the problem that I have experienced, it is not unreasonable for me to expect that Samsung should take responsibility of this. - My expectation: That Samsung simply revert the pone to a previous software state which is workable, as the phone was before installing this update.

To pre-empt the standard “this is irrelevant, the phone is no longer under warranty” response, I’d like to draw your concern toward the situation as it stands now.

- Your team has the tools to easily fix this, and avoid further negative feedback / responses or public outcry - I’ve clearly explained, with detailed references - I have made a very reasonable request - If you are not willing to assist me here, please send me a quote for reverting the phone’s software to a workable state, however please take note that this route will lead to the below repercussions.

Customer experience in summary: - Approached MTN, not aware of Samsung procedure - Phoned Samsung from home, advised me to go back to MTN - Returned to MTN, refusing to assist me - Phoned Samsung directly from MTN service center, whereafter the Samsung procedure was explained to them o All of this should not at all be at the feet of the consumer - Phone was not collected within agreed 7 business days - Consumer was not informed that phone was or was not collected - Consumer contacted Samsung, as the MTN service center is of no help - Customer was informed that the delivery was “missed” o Tshepo acknowledged that this was a mistake and apologized, I accepted the apology and asked that someone take ownership - I was thereafter not phone, another week passed - I call back “Tshepo was in a meeting”, I escalated to Praveer - Praveer assured me that the situation would turn around - More days passed o I received two missed calls, I attempted to phone back, but could not get hold of “Cleo” - I called Tshepo again - I declined the screen quote, and again explained the problem - I was not called back - I called again, and explained again the problem to Tshepo, he advised that he would contact them and let me know - I was not called back, an email was sent to an incorrect email address - The incorrect email address was documented by MTN, I explained to them that I am “Partially blind” and I am not able to write - We arrived to this point - Almost 4 weeks have passed, and this was a terrible customer experience

Where we go from here: - As mentioned, I accept your feedback, I decline the screen quote - Given the software problem experienced globally please advise what your feedback is here o Will Samsung accept responsibility and revert the software? - Should you be wiling to resolve this and return the phone to me that will be the end. o Should you not be willing to resolve this software problem free of charge, please send me a quote for this, which I will review and consider, however I will give these detailed descriptions over to a public forum as well as the consumer commission, to expose this experience, as well as to have the necessary regulatory bodies involved to prevent this same treatment for other consumers."