SAMSUNG POOR SERVICE

My Samsung S8 Edge was handed in at Samsung Mall of the North on Monday, 02/07/2018. We informed the employee that I work with my cell phone and requested that it be marked as urgent. It was confirmed that same will be done and that it will take 7 days, after which I will have my phone back. My husband paid a deposit of R1668.50 and it was sent for repairs.

We received a few sms messages confirming the progress of the repairs. On Thursday, 12/07/2018, we received an sms to confirm that repairs were done and that we should pay the balance of R1337.00, which we did immediately. On Saturday, 14/7/2018 I asked my mother to go to the Samsung shop in Mall of the North to find out if my phone was ready for collection.

She was informed that it was there, but that the lady working with it is on leave and that she is the only person who has a key for the drawer in which my phone is kept. She is in Nelspruit and we must come back on Wednesday to find out if she is back and if my cell phone can be collected.

It is unacceptable, which i expressed to the manager of the shop, Godfrey, this morning, 16/07/2018. He confirmed that he cannot help me, as he only manages the people and not the cell phone repairs department (which is allocated in his store, where my phone was handed in). He continuously interrupted me as I tried asking him to find out what can be done, as I had to have my phone back today. He gave me a number of a 3rd party that Samsung uses for repairs of their phones, Cell Clinic.

I contacted Cell Clinic and spoke to a Michelle Viljoen, who assisted me and confirmed that nobody will just go on leave with a key without someone doing their tasks while on leave. She further informed that Godfrey did give a spare key to one of his store employees and that this employee starts work later today, as they work in shifts. None of the above was disclosed to me by Godfrey. He only kept on telling me about his job description and informed that he did not care if I reported him and that I can use his name when reporting this.

I phoned the Samsung Customer Call Centre and they were just as unhelpful. The lady phoned Godfrey, after I gave her his name and contact number.

I held on for approximately 7 minutes while she made the telephone call to Godfrey.

According to her Godfrey informed that he has not spoken to me or dealt with my case and has no idea about the cell phone we were talking about.

I requested an answer from Samsung before 12:00 today and have not heard from anyone since.

I have a very good mind to open a case at our local police station or open a civil case to get my money back.

Perhaps a good idea to have the Samsung South Africa Employees watch Horst Schulze's video titled, PROVIDING EXCEPTIONAL CUSTOMER SERVICE, dated 08/03/2016, on YouTube.