Samsung SA a DISGRACE

20 June 2023 I initiate a service request for TV / Soundbar issues. Liptronics replaced "motherboard" of TV. I am advised it will resolve the soundbar issue. The soundbar issue persists. 2nd service request is initiated. Liptronics arrive again and have no idea as to the problem. Technician suggests using an optical cable. An optical cable is not included with a purchase as is only another option to the HDMI cable. technician states he will return and continue investigation another day. This does not happen, and case is closed without my knowledge. Neither Liptronics nor Samsung advise me regards the service request closure. A complaint is now registered regarding the fictitious closure as problem has never been resolved. 20 July 2023 SSS Cellular is now tasked with 3rd service request. They arrive 10 mins prior to loadshedding. Enough time to personally convey the issues to the technician. Video clips of the issue is sent via WhatsApp to the technician which clearly depicts the issue. Technician suggests using Bluetooth for the interim and he will return and get my feedback to come to a resolution. SSS Cellular do not return, and the case is once again closed without my knowledge and with no such communication from either SSS cellular or Samsung SA.

Another complaint is registered with Samsung SA and Nomazizi steps in. My dissatisfaction is communicated to Nomazizi who tasks SSS Cellular to return and right there wrong.

9 October SSS Cellular arrive with another technician. He investigates and concludes the problem is with the soundbar. They take possession of soundbar and inform me SSS Cellular would contact me once completed. 31 October I write to Nomazizi as nothing is forthcoming from SSS Cellular. Nomazizi does not reply. 9 November I write again and only then does Nomazizi respond. Shocking. In her response she states Ruwayda from SSS cellular stated that they were conducting a final test and would contact me on conclusion. This does not happen. I again notify Nomazizi.

On 15 November 2023 Nomazizi sends me an e mail at 13:01 and states that SSS Cellular would deliver the soundbar that day. No prior notification from either SSS Cellular or Nomaziz was made to notify me of unscheduled delivery. Nomazizi is of the opinion that an unscheduled delivery can take place without prior notification, and it is expected that the client be available 24/7. Ironically, I was at home from 10:30 am to 14:30 and no such attempt to deliver was made, not to mention the phone call one gets if and when a delivery is being attempted and nobody is available. I e mailed Nomazizi providing 2 places where it could be delivered, namely my business address or tafelburg furnishers de waterkant, where said product was purchased. The response was that as I was not available for the alleged delivery, I would have to collect it from SSS Cellular or make arrangements for a delivery with them. I am aware that the initial agreement, which is sickening to say but the least, was as it is a walk-in product i would have to collect it from SSS Cellular.

SSS Cellular had been instructed by Nomazizi to right there wrong and should have been instructed to deliver said product to the client. This issue which was supposed to rectified has now been turned into another wrong.

To date 19 November 2023, SSS Cellular has yet to notify me re conclusion of "repairs". I must emphasize that Nomaziz was instructed in writing that I wanted a written report regarding the problems found with the soundbar. Neither Samsung SA nor SSS Cellular has adhered to this instruction. This in itself further emphasizes why I have no trust in either Samsung SA or SSS Cellular. These companies are supposed to write to Samsung SA re the service requests and findings as they previously did, albeit fictitiously.

This is an insult to service delivery and clearly emphasizes the gross negligence Samsung SA and its employees have of their legal obligations. I know I will not achieve much with this report as it will not reach senior management of Samsung SA and that it will be covered up without their knowledge.

This service request is ongoing since 20 June 2023 and yet to be concluded.

Think long and hard before you purchase a Samsung product in South Africa. There is much more I could have said to emphasize the incompetence on the part of Samsung SA and its contracted companies but foremost it was important to inform South Africans of what you can expect from Samsung SA.