**** SERVICE - SAMSUNG EXCHANGE

Approximately 8 months ago I upgraded using the MTN online channels to a Note 20 Ultra 5G (A flagship phone).

When taking delivery of my device I immediately app**** a screen protector as well as a full protective cover to the device.

On the 5th of December 2021 the device screen just went blank, I Immediately drove to the nearest Samsung Care Centre to book the device in. The device had no scratches whatsoever and was only 8 months old (This was noted on the booking documentation).

2 days later, the representative from the store advised that the phone was unrepairable and needed to be exchanged. This has since been approved by RGA (Exchange department).

RGA initially informed me that they don't have stock, they then wanted to replace my phone with another device that was not even remotely similar in specification (Samsung Flip 3) which I refused to accept. They then pulled stock (From who knows where) of my device but in brown (All my phones have always been black) which i also refused to accept.

I have added a GSM Arena link below for side-by-side specification comparisons of the phone expected as well as the phone RGA wanted to replace the phone with: https://www.gsmarena.com/compare.php3?idPhone1=10261&idPhone2=10906&idPhone3=11044

You will notice that there is no stylus, the camera is not even remotely comparable, and screen is smaller on the flip.

I have since spoken to multiple representatives using multiple channels and have no choice but to revert to hello peter to explain the ****ty service i have experienced as a customer.

I spent the festive season without a phone, I have spent hours on calls, I have threatened to revert to this but my patience has worn thin. It has been over a month now without resolution.

Below are all the representatives I have liaised with:

Tshepo (RGA) - Unable to come to an agreement on replacement device Pauline (Samsung Online Chat) - This person needs to be fired, pathetic and rude. Zinhlhe (Samsung Electronics) - No feedback after telephonic escalation. Mbali (Samsung Electronics) - No feedback after telephonic escalation. Karabo (Samsung Electronics) - No feedback after telephonic escalation. Cynthia (Samsung Clearwater) - Good feedback, she has multiple clients in the same boat.

My Samsung Service ***

Telephonic numbers contacted: *** (Samsung Electronics) - Pathetic Feedback *** (Samsung Clearwater) - Multiple clients in the same boat. *** (RGA) - Pathetic Feedback

As a Samsung user/client I have never experiences such service from any institution before. My intention of this review is to make other clients aware of the service, for Samsung to urgently address this as well as resolve my exchange.