Samsung phone repair agent is shocking

<p>This has got to have been one of the worst experiences and it is still not solved.</p> <p> </p> <p>My wife got a brand new Samsung S7 Edge about 2 months ago. It was got on a MTN contract. From day one it had screen issues. It was super sensitive so when you touched the screen on your cheek it started putting calls on hold. Then randomly dialing people out of her phone book. I even have video evidence of it doing its own thing while looking at it. Opening one app then closing then opening another etc.</p> <p> </p> <p>MTN said nothing to do with us we must take it to TTS in Cape Road Port Elizabeth, they are the Samsung warrantee repair agents. I took the phone in on Wednesday 10th August. Lucky for me Samsung make the repairs take photos of your phone. This is uploaded on to Samsung's portal. I tech came past when I was booking it in and said it is the screen and it would get replaced under the Samsung Warrantee. The Service Order number from TTS : ********** 948</p> <p> </p> <p>I get a phone call from TTS on Saturday 13th August. From a very rude person telling me to come and get my phone as they cannot get spares for this phone anymore. I must take it to TT3 in Newton Park they can fix it for me.</p> <p> </p> <p>I went in on Monday 15th. I explain to the lady what happened and she said that TT3 are now doing the warrantee work for Samsung. She goes and gets the phone and hands it to me. This is where the major issues start. She gives me a smashed font screen phone that looked like it had been dragged through the bush backwards. I said this is not my phone. She turns it over and said it is and shows me a sticker with my name on it. I said firstly I gave you a new phone in excellent condition. I said and besides the back of the phone is black and the front is silver. Please explain. She then goes into the job card to look at the pictures and realises that there is something very wrong here. She calls a tech I think his name was Dean and he agrees something is very wrong here. He said he will need to talk to the tech who worked on the phone but his is off. He will get back to me. Still to this day I have heard nothing from him.</p> <p> </p> <p>I the meantime TTS dropped off my phone with TT3 saying please repair smashed screen. TT3 was very confused as why the phone had a silver screen but ordered a replacement screen under my one free screen policy. I found this out talking to Romero from TT3. I told him the who story and he put a stop on everything until the matter was cleared up. The Service Order number from TT3 : ********** 706. In my opinion my screen was taken and I must use my one free screen to fix their guy who stole my screen. This should have been done under normal warrantee.</p> <p> </p> <p>He told me that I should phone Samsung the Voice of the Customer. He gave me the following phone number ***. I called them on the afternoon of Friday 19th. I had a lovely lady who was shocked by what I was telling them. Said she would contact the right people and they would get hold of me. I received a SMS on Monday 16-08-16 saying thank you for contacting Samsung Customer Service my reference number is ********** 782. Since then I have heard nothing from Samsung.</p> <p> </p> <p>TT3 owner Romero has emailed <br /> Samsung and CC all the area guys since Friday but has heard nothing from them to what he must do.</p> <p> </p> <p>I also called the owner of TTS Andrew on his cell on Friday the 19th and he would get one of his staff to call me back by lunch time Friday. I got no call so I called their offices the whole of Monday morning the 22-08-16, nobody answered the phone. I eventually tried Andrew the owners phone again and he said he was on the way to the office and would look into it and phone me back. To this day he still hasn’t phoned me back. Monday afternoon I went in to TT3 and got to speak to the technical manager Shiloh. Had a nice chat where he agreed that there was theft involved and he would talk with the owner Monday and get back to me on Tuesday. He phoned me on Tuesday morning to say he was working on it and would call me Tuesday afternoon with a solution to what they were going to do about it. I have not got that phone call yet. I tried today Wed 24th to call him and eventually after many tries someone answered and said he wasn’t coming in today.</p> <p> </p> <p>So I had a brand new phone that wasn’t working properly, now 14 days later I have nothing and nobody seems very interested in my problem. TT3 has been great trying to help but he is waiting for Samsung to get back to him with what he must do. I think that this service has been disgusting (Except for TT3 Romero who I would recommend to everyone) I would like an answer and seeing that Samsung appointed this repair agent they should come to the party and sort out the mess. Only person who has lost out seems to be me. My wife does not have a phone and it doesn’t bother anyone. </p> <p> </p> <p>I would like a reply from Samsung as to what are they going to do about this</p> <p> </p> <p>To me TTS have a ***** working for them and they are not prepared to do anything about it. </p> <p> </p> <p>Regards</p> <p>Bigmike</p> <p> </p> <p> </p>