Shocking Service

<p>To whom it may concern</p> <p> </p> <p>CELLPHONE REPAIR – HC BURGER – ***</p> <p> </p> <p>This is a follow-up on the the first letter that we wrote to you. Please read it and try to understand what we are trying to say to you in all honesty:</p> <p> </p> <p>The follow-up:</p> <p> </p> <p>· 9th June: the best was yet to come – we put in a complain (above letter with reference number) and got a lady phoning us with a new response: no – we got it wrong, it is not physical damage as been told on the 30th , it is liquid damage. That phone was NEVER near any water or damp. That is a big joke! Really!! Did they see that the bump was not the cause and through it in the water – that is how we feel at the moment – in despair.</p> <p> </p> <p>· Now they sent us the official damage report – the first damage report of physical damage is nowhere to be found and we are told – if there were told otherwise the person got it wrong and it was only a possibility???</p> <p> </p> <p>· Dion Wired gave us service with a smile – even when we were angry and really upset – u can call anyone Samantha, Magnoeda and the manager Joslyn.</p> <p> </p> <p>Yet again my question:</p> <p>Will you be satisfied if a company do this to you? Is this what you stand for? Selling a top brand phone – and top class service? And just because there was not a serial number on a payslip according to your “standards” we have to pay more than the phone cost us?</p> <p> </p> <p>We are not letting this go and do believe that we have a duty to report this to whatever body or person we have to and to warn other customers of Samsung service and attitude in understanding the situation.</p> <p> </p> <p>It is now the 23rd of July 2016 ( 3 months) – nothing has happened. I tried everything – didn’t even get a response the second time around. Nothing at all.</p> <p> </p> <p>Herman Burger – ********** 896</p> <p> </p> <p><br /> The original letter:</p> <p> </p> <p>I wrote this email to you in the hope that you as one of the largest companies in South Africa will hear and understand that I as individual am dispirited and almost at a point of really despair by the way that I was treated by Samsung at the Tygervalley branch.</p> <p> </p> <p>What was supposed to be a straightforward case of repairing a phone ended up in a real disaster for me. I will explain as follow:</p> <p> </p> <p>· On 23 April 2016 - I bought a Galaxy Samsung J5 for my daughter Lisa for the amount of R 3000 at the Dion Wired store in Tygervalley Mall in Cape Town.</p> <p>· 8 Days later the back light started – it stopped to turn off and the button on the bottom of the phone .. the “control” button just stopped working;</p> <p>· On 7th May we take the phone (she is living in Stellenbosch) to Samsung in Tygervalley branch. They just said that they can’t help because there was no serial number of the phone on the payslip from Dion Wired.</p> <p>§ We went to Dion Wired – they said they have never done that before, their computers are not set to do that;</p> <p>§ Back to Samsung – just a blunt “sorry, can’t help – off you go”.</p> <p>o </p> <p>· On 10th May we went back to Dion Wired and asked the manager how she can help – she took the official stamp of the shop – stamped the payslip, wrote the serial numbers and signed it personally (attached);</p> <p>§ the queue too long at Samsung so we had to leave before we presented our case;</p> <p> </p> <p>· 14th May – the next round – remember that the phone was working with the nagging faults and that she is in Stellenbosch and have to travel ( 25 km) to us every time to take the phone in because of Samsung having a dispute with Dion Wired;</p> <p>§ Back to Samsung – what a blunt reply – “sorry, everyone can make such a stamp, won’t work – we will not accept it.”</p> <p>§ We asked them to phone Dion Wired. They refused. We asked for the manager of the Samsung branch – they refused to give as any number because the person was not there.</p> <p>§ They said we could give it and then we will have to pay for the damages – we told them that they can see for themselves that it is a new phone, there is the evidence and that there are now external damages. They just ignored us.</p> <p> </p> <p>· 16th May – murphy’s law as they say – she bumped the phone and chipped it at the right top. We should have taken photo’s before or given it in at the beginning, because then they would have taken photo’s themselves.</p> <p>§ Ask the technicians and they will confirm that the damage to the phone is not related to the bump – please do if you really are interested in helping and honestly care about individual costumers;</p> <p> </p> <p>· 20th May we went to Dion Wired and asked them to phone Samsung; they tried – but were asked to hold the line, after about 5 minutes the manager just hang up – they never talked to him again – Tygervalley Branch service??</p> <p>§ We decided to give the phone in for repairs via Dion Wired – it would take up to 21 days –depending on the acceptance of the quote;</p> <p>· We (and Dion Wired) phoned again on the 24th, 27th and the 30th – to confirm with Samsung about the history of the phone;</p> <p>· 30th May we got a call saying the repairs is due to the “bump” and will cost R 3200 (the new phone was R 3000) plus R 250 for the quote – we were shocked, to put it mildly;</p> <p> </p> <p>· Dion Wired gave us service with a smile – even when we were angry and really upset – u can call anyone Samantha, Magnoeda and the manager Joslyn.</p> <p> </p> <p>My question to you at Samsung – will you be satisfied if a company do this to you? Is this what you stand for? Selling a top brand phone – and top class service? And just because there was not a serial number on a payslip according to your “standards” we have to pay more than the phone cost us?</p> <p> </p> <p>I don’t want a new phone – I just want the phone to be repaired so that life can go on.</p> <p> </p> <p>We spent so many hours, so many telephone calls and so many driving time to get this fixed – just because of two people “unwillingness” to go one mile further and help us.</p> <p> </p> <p>Please – I eagerly awaits your response.</p> <p> </p> <p>Herman Burger</p> <p> ********** 896</p> <p> </p>