Samsung Poorest Service ever

<p>H E Sanders- Samsung Complaint</p> <p>After installing an update in December on my Galaxy Edge s6+ my phone switches itself off and keeps rebooting. I visited the Samsung store in Pretoria(the Grove Centre) on the 28th of December 2016 and had poor service from the time I entered the store.</p> <p>1. Firstly the security( Lucy) approached me upon entering the store, wanting to know what my issue was. I explained the problem and she diagnosed my problem on the spot and told me that it would take 5 days to fix. I then asked to speak to a Samsung employee. </p> <p>2. The Samsung Representative (Thulani) was not very friendly and dismissive.I had to insist to see a technical representative.</p> <p>3. The Technical representative (Samantha?) Was friendly but could not answer my questions. She just indicated that it was a hardware problem (how does an update cause hardware failure?). I was told that the phone would be booked in and that I could pick up the phone after 5 working days. Job ********** 058.</p> <p>4. On the 4th of January I called to enquire and was promised by Michael that he will follow the repair up and get back to me****il today, no response)</p> <p>I called back and spoke to Thulani who also promised to call back****il today, no response).</p> <p>I called the Samsung SA call centre on the 5th and the consultant could not help me without having the job number-I gave all of my other details but he could not locate my job number).</p> <p>5. I called Samsung SA today, spoke to Nico and was given a reference ********** 8826. Dean indicated that the phone was not repaired as yet and he could not confirm if the parts was ordered. I asked to be called back and he indicated if I wanted to speed up my query I had to call in in the morning. </p> <p>6. Called the call centre and spoke to Lorraine on the 10th of January. She informed me that there are no parts available (still hardware!) .I asked to speak to a manager and was put on hold for close to 10 minutes with no one coming back to me after which I cut the call. I subsequently called back and spoke to Simphiwe who confirmed that the manager is not available. The compaints department can only be reached via email.A supervisor named Thabo would call me back(never happened)</p> <p>Back to square one-contacted the store again. Spoke to a gentleman by the name of Malcolm(the manager) who promised to call back with an update. Malcolm did in fact call back and indicated that parts were ordered and that it should arrive within 2 days. It will take another day to repair once the parts are received.</p> <p>3 days later (12 January2017) still waiting for feedback.</p> <p>After so many service failures I am utterly disgusted and frustrated with the level of service(or rather lack thereof) from Samsung.</p> <p> </p>