samsung highest escalation Vaughn needs some customer service training as well as Samsung should learn about customer service

Item: Samsung South Africa
Rating: 1
Author: Safiyya S

Please be careful when purchasing your z flip cellphone as you will be told thatsamsung has the right to reserve to fix your cellphone if it is under a 24 month warranty by the Highest escalation department in Samsung South Africa by Vaughn after escalating your poor customer service and extreme dissapijynent with the same ballooned being repaired for the 3rd time in less then 7 months for the same issues yet they will only apologies for their inconvenience that they put you through for not having a functional cellphone as well as the inconvenience of making you run around to drop and pick up thr fone from the repairing agent and also the inconvenience of not having a cellphone....my cellphone was sent in on the 11 February 2025 and was told to collect on the 27 February 2025 o by ro be told when collecting the screen has now a black mark in centre and needs to be replaced.. the battery was replaced the motherboard was replaced and now the screen gave up... why should I the customer suffer the inconvenience of a faulty device that is being continuously repaired for the 3rd time in less then 7 months... and all I get is an apology and your device is now ready for collection from Vaughn the highest escalation in Samsung South Africa.... our customer service has gone down the drains in South Africa and there is no respect left for the customer... What happened to the customer is king? The funny thing is when I did speak yo Vaughn last week Thursday after my experience upon collecting the device that now had a black mark across it was told that please send an email and he only called me back today after so many hours ... don't lie and make false and empty promis3s of getting back to consumers with 24 to 48 hours and sound like a robot recording of saying the same thing over and over without any compassion or sympathy for the customer.. please go and learn some ethics and some training on customer service as you have none.. clearly Samsung didn't make the right choice in choosing you to be part of their brand.

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Replies (2)

Samsung South Africa's replyOfficial

05 Mar 2025, 12:51

Good day Safiyya

Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.

We have noted your concerns, and we are currently investigating the matter further.

Your complaint has been assigned to our escalations department and we will be in contact with you.

Kind Regards,
Samsung ZA
^NM

Samsung South Africa's reply05 Mar 2025, 12:51

Official

Safiyya S's updateReviewer Update

06 Mar 2025, 11:53

It is such a big joke seriously then I know get a call from sansung doing a follow from from a lady Eloise who says she is following up to see if I have received the message and that the case is closed....so much for Damsung customer ****ty service and would certainly not be investing another cent with this brand and customers should also start boycotting brands such as this who do not reapcet loyal customers as now Vaughn who called me yesterday is the highest escalation at Damdung and all he did was apologized and told me to fetch my fone that was now repaired for the 3rd time in less then 7 months... is this really acceptable? Big brands get away from treating customers with soend their money for their brands and then you have Vaugh who represents Samsung and is the so called face of customer service who is actually very rude and arrogant and clearly Damsung was so desperate to employ people of such calibre who should certainly go for training on how to handle customer complaints... it's really sad that Samsung will not find an amicable solution after so many complaints yet keep repairing the same fone... and I must be continuously be inconvenienced with a faulty device...

Safiyya S's update06 Mar 2025, 11:53

Reviewer Update