Samsung SA worst service ever and broken promises

After purchasing a samsaung note 20 ultra from MTN on 29/8/2020 on their weekend promo which according to MTN stated that I would receive a R4000 evoucher (for samsung buds live) and uv sterilizer free giftm their email stated customer would get e-voucher and it will not be replaced by the uv sterilizer alone. I made a claim on the samsung members app for a R4000 evoucher and uv sterilizer as advised by the MTN consultant.

On 31/8 i received a voucher code for the uv sterilizer which I have claimed. I allowed for another 48 hours before i called for the evoucher code. My 1st call was on 4/9 and i was advised my claim was rejected however the consultant also advised that they were unaware of the MTN weekend promo run from 28-31 August 2020. after that first call the agent said that she would escalate and they would get back to me later that day. However nothing to this day

After calls on 4/9, 8/9, 11/9(twice) and 14/9 I have not as yet received any feedback from samsung with regard to the issue of this voucher. On 15/9 i sent a mail to ***, however i got the same response I have been getting for the past 2 weeks for the agents on the call. "we have escalated it to the managers in charge and you will receive a call back." It seems each time I call the process of escalation begins again and as much as they have all the information I have provide for the past 2 weeks each consultant has no clue whats happening in the process of my query and are just giving me the run around with false promises and empty apologies.

To this day samsung has not called back once or followed up with me, I have been the one making the calls and it seems every time I call the query starts from scratch. I am disappointed with their level of customer service by the call centers and their managers with regard to their resolution process, their 24/48 turn around time on queries does not exist.

I have made queries with my MTN consultant and they too have sent escalation to samsung and still nothing. This phone is the flagship of your brand and I have seen so many people complain about the same incompetence on the part of samsung.

I can understand a backlog but the expectation is that you provide your customer with feedback and appropriate time. Which has never been done here. I expect a resolution and this nightmare level of service to be over.

#samsungsa #worstserviceever