Samsung service and not honoring guarantee

I am writing to express my deep dissatisfaction with the service I received regarding my Samsung A73 phone. The phone's screen stopped working, and I took it to the Samsung Sandton store for repair. Initially, they asked for the invoice, which I provided. However, they then asked for an invoice with the IMEI number, which took over a month and 20 emails to obtain from Takealot.

Once I had the correct invoice, I returned to the Samsung Sandton store with my phone. However, they informed me that I had to take it to the Samsung service center. I was frustrated and annoyed that I had to go through this whole process, especially since my phone was still under warranty.

To make matters worse, I was then told that a scratch on the back of the phone had voided the warranty. I explained that the scratch had occurred months ago and was not related to the current problem. Despite my protestations, I was told that I would have to pay for the repairs myself.

I strongly believe that the most likely reason for the screen not working is that the screen replacement was not done correctly. The replacement was done by the Samsung Sandton store, and I believe they should take responsibility for any issues that arose from their work.

When I asked for the matter to be escalated, I was told that I had to do it myself. I asked for the manager's name, but I received no response. This lack of accountability and unwillingness to take responsibility for their mistakes is unacceptable.

I have been a loyal Samsung customer for years, but this experience has left a sour taste in my mouth. I am disappointed with the service I received and feel that Samsung is not living up to their promises of quality and reliability.

I urge you to take a closer look at this case and investigate whether the replacement of the screen caused the current problem. I also hope that you will take steps to improve your customer service and ensure that customers are treated with respect and fairness.

I look forward to hearing from you and hope that we can resolve this matter in a timely and satisfactory manner.