Samsung South Africa SHOCKS ME!!!

<p>My Samsung 6 edge is under contract with Vodacom and was faulty. My phone started making little squares on the screen after about an hour of use and then would freeze and power down. As I use my phone extensively for business, I contacted Vodacom and enquired how long it would take to repair. They said between 7 days and 3 weeks, and suggested that i take it directly to Samsung as it would be quicker. On the 25th May 2017, I handed my S6 Edge in at Samsung Eastgate, Gauteng and was helped by Nelly Khumalo. I expressed the urgency of my device in that it is extensively used for me to conduct business. She understood and said she would try her best. A week later, Nelly called me and advised that they had found the fault, namely a faulty motherboard and were awaiting the parts. </p> <p><br />after a further week, I tried to contact Nelly, and each tme she was not in or on half day or on lunch or left early etc. I eventually spoke to Mohammad at East gate, who told me to phone their repair centre in Boksburg, called Triple S. I enquired, as their customer, why would that be my job? He told me that then I could find out what the problem is. I was given Triple S's number and I called them. They advised that they had sent Samsung Eastgate a quote for a cracked screen as the phone had been dropped. I have NEVER dropped my phone and when I handed my phone in, it definitely did not have a cracked screen. I then contacted Samsung Eastgate repeatedly again and again and eventually spoke to the Manager, Simpiwe? He promised to investigate and revert back to me the following day.... That was 4 weeks ago. Subsequently, every time I phone and give out my jon no. 144032, Simpiwe is never available. I then escalated this to Burger at Samsung Customer care, who in turn got Shawn Reddy to assist me. I explained the entire story to Shawn who assured me he would find resolution, and that I would have my phone back by 30th June 2017, (this is now 4 weeks later). Nelly then called me 3 days later to advise me that she has a quote from Triple S to repair all the dents in my phone??? I enquired on what dents? She said that my phone had been dropped repeatedly!!! I asked by who? She said that the warranty has expired as the phone is full of dents. I referred her back to the damage report where the only thing wrong with my phone was the little squares forming on the screen before it powers down! So if Samsung or Triple S had repeatedly dropped my phone or cracked the screen and dented the phone, then they had better repair it! I was no longer interested in the long stories as it was now heading for 5 weeks, not to mention 79 calls froms me plus my loss of income by not having a phone. 4 days later, I received an email from Shawn advising me that he was awaiting a damage report and photos from Triple S and advised me that he was told that my phone was older than 2 years, so the warranty no longer applies. At this point I lost my temper and sent this email ... </p> <p>Hi Shaun</p> <p><br />Why is it taking so long for the service centre to produce reports and photos? Is this the standard of service that Samsung is proud of? Why are you accepting this standard of service?Almost 6 weeks later and we are no further!</p> <p>My phone was purchased on the 05th OCTOBER 2015. How is that older than 2 years? Not only are they useless but they cannot do Maths either!</p> <p>Samsung is impacting on my income and I am fed up. 79 calls later and I am still without Resolve. Who is going to compensate my loss of income and my phone bill?</p> <p>I was told I would have my phone yesterday and nothing! I have reached the point where I am going to report this to Hello Peter and escalate it to the board of Samsung South Africa.</p> <p>It appears that they have either lost my phone or they are totally ***********. I don't care if they replace it or repair it or whatever it takes, but I want a phone and I want it on Monday 3rd July 2017!</p> <p>This is the last excuse email that I am prepared to accept. If I have no Resolve by Monday 3/7/17, I will take this matter further.</p> <p> </p> <p> </p> <p>It is now Monday 3rd July and absolutely no communication from Shawn or Samsung Eastgate!! I then tried to call Shawn at 16h00 and was told that he had left earlier, as well as all of his managers. I then contacted Samsung Eastgate again, and was aked again if I had received the quote from Triple S for the damages to my phone.... my shoulders just dropped! I lost my temper and screamed at Mohammad as I am tired of the incompetence of Samsung and the staff! Mohammad said he would investigate and call me back. He called back and advised that Triple S is useless and that he has requested for my Samsung 6 Edge to be returned to the store, where he will ensure it is repaired .... the saga continues and still no resolve! I would have been better off going through Vodacom.</p> <p>This is the worst service that I have ever received from ANY company in South Africa and it has really made me lose faith in Samsung products as a whole. If this is the service I am getting on merely a mobile phone, I shudder to think if what would happen if my microwave or TV become faulty!!!</p> <p><br />I am also going to repeat my experience to all my family and friends and warn them NEVER to go to Samsung Eastgate or the affiliates .... it is SHOCKING!</p> <p><br /><br /></p>