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JL
Joe L

1 reviews | Active since Aug 2018

02 Aug 2018, 15:19

Samsung LOST my phone 147 DAYS ago. Still having to chase them for resolution.

SAMSUNG CUSTOMER CARE: NON-EXISTENT

I'm so sick of repeating this story. My device failed under warranty and I took it for repair at Samsung Tyger Valley. They LOSE MY PHONE and do not bother to contact me for 10 weeks. Eventually drove back to the repair outlet.

Timeline:

- 8 March 2018: My charging port malfunctioned on my S7. - I took it to Samsung Tyger Valley repairs dept. They said I will receive an SMS in "7-10 days" when it has been repaired (under warranty). - I phoned many times and was always promised a call back but never once did anyone call me back. - After TEN WEEKS someone at Samsung Tyger Valley was able to tell me that my phone has been LOST along with those of numerous other customers. - I was told by the representative in store that, in order to receive a replacement I now need to get affidavit stating Samsung lost my phone and wait..."7-10 days" - I phoned Samsung customer care to complain. They agreed that this is unacceptable and promised to get back to my once I have sent my invoice for the phone. - In the end I went to the police, got the affadavit and sent it to Samsung. - 24 May: Someone else from customer care, entirely unaware of my case called to ask if I have received my phone back. They promised to call back "right away". Nothing. - After much back and forth over email and social media, they request I sent the affadavit again. - After further back and forth they request I block the IMEI, which I did. - They tell me to go pick up my device at WeFix. I drive there. WeFix knows nothing. - I call, I mail, I comlain. Nothing - Samsung on Twitter tells me to go back to WeFix - I call WeFix. They don't have my phone. - 11 July: Since then I have spoken to the same agent at customer care numerous times. She promised that they will resolve my case within 2 weeks. I finally receive an automated SMS promising to "contact me shortly" - 2 August: No word yet. I've been paying MTN for a device I don't have. - I think I'm going back to the police to report the phone ****** (by Samsung).

0
Replies (4)
Samsung South Africa
Samsung South Africa's reply03 Aug 2018, 08:42
Official

This is to acknowledge the receipt of your mail.

We have noted your concerns and your query has been escalated to our Voice of customer team under reference number: ***

A senior customer service executive will contact you with further advise on this matter.

Regards,
Samsung Team

JL
Joe L's update10 Aug 2018, 12:03
Reviewer Update
When will I be contacted, Samsung? How is it okay to treat customers this way? How is it that you do not realise the amount of negative impact this will have on your brand over time? I would have felt so much better about Samsung if you had just bothered to reach out to me and the many customers affected by your loss of our expensive devices. Sadly, I'm no longer surprised that nobody from Samsung has bothered to contact me because for 157 days this has been the state. I phoned again this morning and was told by the agent that "management" is still awaiting "approval" for the exchange. It's been approved, she says, but also somehow needs more approval. The agent can't tell when this issue will be resolved and after 157 days I receive NO FEEDBACK unless I phone Samsung. No official acknowledgement of the situation. NO apology either. This is how little you care about the people who spend money on your products. We currently own 7 Samsung products but customer loyalty doesn't even begin to register with this company. Hello Apple. Hello LG. Hello Hauwei. Hello any alternative from now on and in the future.
JL
Joe L's update10 Aug 2018, 12:12
Reviewer Update
I think it is very significant and telling to note Samsung has not once apologised for this. Really speaks volumes about what they think of their customers.
JL
Joe L's update20 Aug 2018, 12:28
Reviewer Update
It is now 165 days since Samsung has lost my phone. You never contacted me as stated in your automated "reply" but after my complaints were retweeted, a support agent did give me a call. She said that, while my device "will be replaced" eventually, she does not know when because SAMSUNG management is still stalling and the initial replacement of the 20 LOST DEVICES which "was approved" has since "been rejected by Samsung's Finance Department". In the mean time I had to purchase a new device. So much for Samsung's famous warranty. I don't care how good the phones are, I'm not buying another Samsung product in my life. This is not just one customer you're losing Samsung. Common sense should have told you that it's likely that some of your customers are the same people who, through the course of their work, are tasked with sourcing products such as mobile devices on a wider scale e.g. for staff. *If* I happened to be such a person, I certainly know which brand I will be taking off the menu.