SERVICE DOES NOT GET WORSE THAN THIS

Samsung agreed to exchange a faulty S20 Ultra 4 weeks ago. I was told it would take 7 to 14 days for management approval. I've been following each week to ensure that everything is on track. I called on the 19th of March again, to be informed that the phone had arrived and that it would be invoiced on the 20th and thatI could collect it from the Service Centre in Boksburg at the latest the 24th of March. I called again today (25th March) only to find out that the phone hasn't even been invoiced. I was also told: 1) The phone hasn't arrived yet from the supplier 2) Later in the same conversation, the phone has arrived but requires approval of another manager 3) Later in the afternoon, there is no stock again (whilst on the phone with the consultant, a phone suddenly was made available.................and in the same conversation the phone was already with the logistics company.

During the course of the day, I escalated the matter 3 times. I was told that a manager would call me back. Needless to say, I never got a call from them.

During my final call for the day, I was told that managers are busy in meetings all day so are unable to return calls. I thought that the Service Department is where you get Service, I was wrong!!! The call centre are unable to give exchange status information either. In fact, if you need to log a call, you have to email them, not phone in. Makes you wonder why they have a call centre!!