Samsung repair agent - Bad service

Dear Sir/Madam I purchased a Samsung S7 Edge on contract, with MTN in April 2017. I encountered problems with the phone, such as it constantly restarting and freezing. It got so bad one day that the phone did not want to switch on again, while in the process of running an upgrade. I took it to MTN, where after struggling to do a hard reset, the phone eventually went back on again. Subsequent to this, the phone fell, causing a small crack on the bottom right hand corner of the phone, however the phone was still working after this. About 2 weeks ago I was charging the phone and when the battery had reached 65% I tried to switch it on, however only the top blue light and the bottom white lights went on. I took the phone in to the Samsung repair centre in Canal Walk, where the receptionist asked me why I am bringing the phone in and I told her it was because the phone did not want to switch on. She then pointed out the crack in the phone, however I told her it was still working after it fell and that I want them to check why the phone is not switching on. She advised that they might just send me to the other office where the screen will have to be repaired. Upon seeing the technician, he checked the phone and charged it. He confirmed that it was charging , but he could not get the phone to switch back on. He also said that if there is anything wrong with the phone that they will blame it on the fall, however I explained to him that the impact was minimal, as he can see from the small crack on the bottom and that the phone was still working, until it froze the day before. After the phone being with the repair centre for two weeks, they sent me a quotation for +-R4 500 for a faulty Mainboard to be repaired. I enquired as to why I should be liable for such, where Ms. Tatum Walker from Unitronics advised: “ It is very possible and likely that the impact from the fall caused the damage on the mainboard and therefore you are liable for the cost to replace it.” I honestly do not think that it is reasonable for her to assume that it is possible or likely from the impact of the fall, as they cannot conclusively prove this. On the 3rd attempt of trying to find out the actual nature of the mainboard’s fault, Tatum Walker advised the following: “The technician cannot get the device to power (blue light stays on), this means that the mainboard is faulty and needs to be replaced.” I do not feel that I am liable for the faulty mainboard, as it cannot conclusively be proven what caused the apparent “fault” and therefore I am not willing to pay the bill for it. I advised that I will be collecting my phone, to which Tatum responded that I am welcome to collect my unrepaired phone. When I asked her what she meant by unrepaired phone and if they are not going to fix the screen with the warranty I still have, she advised that they cannot do partial repair on the device, therefore if I choose not to repair the mainboard, they cannot then only repair the LCD. Therefore, I understand that I do not have a warranty of a screen repair either, even though my phone was only purchased in April 2017??? I am now currently in a situation where I have to pay a monthly fee for a phone that I do not have use of, and where the Samsung repair agent is refusing to fix the screen until I pay for fixing the mainboard which is apparently “faulty” and where this “fault” cannot even be explained properly or conclusively be proved to be due to my negligence. I just came from collecting my phone at the Samsung repair centre in Canal Walk. Firstly, it took them 1hour and 15 minutes to get my phone for me, as they “were looking for where to find it!” When they eventually brought it to me, Tatum Walker said that they replaced the screen by mistake, as they sent me the quote after the phone was repaired! They said that they don’t do part repairs, so please advise if my warranty is subject to the service centre’s policy of not doing “part repairs”??? They refused to hand over to me, as they now want to replace the new screen with the old one! It took 3 people to call the manager, Elcardo for me and after 20 minutes he nonchalantly walked out of the repair room shouting “ Who is looking for me?” I think such behaviour from a manager is totally unacceptable! He is representing Samsung in this manner???!They are now still in possession of my phone, to which they can do anything to now. Please advise accordingly. In the absence of assistance, I will take the matter further.

Regards Mrs. N Semaar