Samsung refusal to help as promised on website

<p>I have been a loyal Samsung client for a few years. I have never claimed nor experienced any problem. My service provider referred me to Samsung in the Grove Mall and advised on all the documents I need to take along to repair my cracked screen cause it is still under warranty and ADH cover.</p> <p>Upon booking in my device the consultant wanted to come with excuses why they warranty is not valid. Then she told me it is fine the ADH cover will still cover the screen. On their website they say they offer Smart Swap which means they will give me a device similar to mine once they booked mine. My sim card was given to me and I asked what am I suppose to do without a phone, can't they order the parts and let me know once there so I can bring in my device. She just said no and no alternative device was offered.</p> <p>Just as I was about to leave she said "O, your device is over a year so you do not have ADH cover anymore. A new screen will be R2500.00. "I took back my device and went back home very upset. This is the first time ever claiming and it is really due to an accident yet Samsung is going out of their way to get out of promises. I read up n their website last night and it states the following:</p> <p> </p> <p>The ADH Premium Service Offering includes the following benefits:</p> <p>Samsung Smart Swap is a world first from a Device manufacturer point of view. This Service Offering provides the Device owner with the benefit of receiving a Premium Loan Device of the same model, to minimise inconvenience while their own Device is being repaired.</p> <p>Samsung Smart Pick-Up is available to Premium Device owners enjoying the innovative benefit of Samsung ADH Premium.</p> <p> </p> <p>This improvement to ADH provides the Premium Device owner with the benefit of having the damaged Device collected, and the subsequent delivery of the Premium Loan Device in the event of an ADH incident.<br />24-hour delivery in all major centres in South Africa only.<br /> </p> <p>Samsung Smart Value provides the Premium Device owner with the benefit of a ‘Guaranteed Future Buyback’ (GFB) for their Device:</p> <p> </p> <p>25% buyback = 0 to 12 months.<br />This GFB is calculated against the Recommended Retail Price (RRP) at the date of Device purchase.<br />ADH Benefit post Smart Value.<br />Once an existing Premium Device has been ’Smart Valued’ and ‘Traded In’ for a new Samsung Premium Device before or during the 12th month, the balance of the ADH Benefit is transferred to the new ADH Premium Term of 24 months.<br /> </p> <p>ADH Premium will be incorporated into the existing Samsung 24-month standard factory warranty on the selected Premium Devices. The offering will protect your device from accidental damage during normal use. It will cover screen repairs and liquid damage repairs to your device that is damaged within the Samsung 24 month warranty period.</p> <p>The ADH Service Offering:</p> <p>1 Screen repair and 1 liquid damage repair OR<br />2 Screen repairs OR<br />2 Liquid damage repairs</p> <p>It clearly states 24 MONTHS ADH COVER WHY WAS I TOLD NO? WHY AM I AS A LOYAL CLIENT NOT HELPED? WHY AM I BEING **** TO?</p> <p> </p> <p>I recommended Samsung to everyone, but after the treatment and lies how am I suppose to support a company like this? Not even my service provider was aware of this 12month cover seeing as even the Samsung website states 24 months</p>