Samsung - Poor Serevice

Good Day,

I have recently upgraded my cellphone account with MTN and opted for the Samsung deal, where a Samsung S9+ and Gear watch, was part of the deal. The deal expires on 31 August 2018, and my application has been approved and account upgraded on the 31st August 2018. Due to an error from the courier company, who had the incorrect contact details, I only received the cellphone a week later than scheduled. I, then enquired with MTN as to the how i go about redeeming the Gear, as originally planned, and was directed to a Itumeleng Monau at Samsung who then referred my request to the escalations team (Ref Number ********** 327). I then received a call from a Samsung consultant, ********** . I was told that my request had been denied due to the deal being expired. I requested a letter stating the reason so i could follow up with MTN. I received the letter and requested assistance form Natasha Makathini (Who has been absolutely excellent to work with). On the 05th October 2018, i then emailed the letter as well as the invoice to Itumeleng (And Natasha had also e-mailed him/her explaining the situation and delay). To this day i have not received any response from Samsung nor acknowledgment of my request/query. Itumeleng has not bothered to reply. If he/she is out office, no one would know as there is no "Out of Office" reply.

I have all supporting documentation as well as confirmation from MTN that my deal was concluded in time and that the late redemption one the voucher was an error from the courier company.

I would appreciate some sort of assistance in speedily resolving this matter.

Kind Regards, Krenolan Gounden