Samsung Smartcare do not know what customer service means

I handed in a Samsung S6 cellphone for repair at Samsung Smartcare Centre in Century City, Cape Town on 20 October. I received the quotation for the repair on 23 October and paid the full amount and forwarded the proof of payment back to them on 24 October.

When no feedback had been received regarding the status of the repair, I tried calling Samsung Smartcare Centre from 31 October and daily thereafter at different times during the day, without being able to get through. Most times the phone was simply cut off after ringing for some time.

On 4 November I eventually succeeded in getting through and was told that parts had been ordered. They could not tell me when the parts were expected to arrive. I asked for the manager's number and left a message on her (Zeldean) cellphone at 10:14 on 4 November to complain about the poor service. Needless to say, this manager did not call me back.

I called the manager Zeldean again at 10:10 on 6 November and spoke to her personally, and informed her that I was extremely dissatisfied with the lack of feedback regarding the status of my repair. She promised to call me back with an answer. Well, I am still waiting for her call as at 14:30 on 8 November! It is clear why the staff have a do-not-care attitude about customer service, because that same attitude is displayed by their manager!

I then called a customer service manager (Praveer) at Samsung South Africa, who also promised to investigate and call me back. However, he also did not honour his promise - so this total lack of attention to customer service and complaints has permeated all the way through Samsung, from managers to staff.

Needless to say, I will NEVER purchase a Samsung product again and I will not recommend this brand to anyone because of this atrocious lack of customer service.