Six weeks waiting period for phone repair

To whom it may concern

I hereby sincerely request URGENT INTERVENTION w.r.t an UNACCEPTABLE time period for my screen repair - a promised 3-5 days. Now extending to WEEK SIX! Also now, I'm being told, that I am going to be RE-QUOTED for the repair - waiting another INDEFINITE TIME PERIOD for the return of my device.

I am a medical doctor, working in Cape Town, South Africa. I have submitted my Samsung S7 (not an edge) device, to the Samsung Care Centre on the 30th of October (Job service nr: CAMP 5135). I paid and received my receipt for this. I was ensured that it will take 3-5 working days, before I will receive my fixed device again. Provided that the campaign was running, with specials on the device repairs, I concluded that there could perhaps be a backlog on the service delivery. Thus, I only phoned, after a week has passed - just to ensure that everything is still in order and that they could perhaps try to prioritize the repair of my device - as I do multiple work on my cellphone, which I am unable to do with my temporary device, causing severe strain and compromise in my professional position.

Each time I phoned customer service at the centre ( ********** ), they apparently had difficulty finding my specific device. After my (about fourth) call to enquire about the situation, within the second week, I was repeatedly told that the parts has been ordered and they were awaiting it's arrival. Without being able to give me a time period at all. I specifically told the assistants, that I did NOT want to wait 6 weeks for my phone, only to be told that it got lost, or that there is another problem which could have been detected earlier.

With absolutely no communication from the Samsung Care Centre (and 2-3weekly phone calls from my personal account), I decided to drive from Durbanville to the Samsung Care Centre in Century Way Drive on Monday the 27th, directly after my work at 17h30, to obtain my device - which should surely be done after ONE MONTH. When I arrived, I waited in the que and enquired in a very friendly manner of the attendent, to check where in the process my device is at the time and for them to PLEASE PRIORITIZE the repair of my device. After she has gone to the back for a while, she told me, that my device has "arrived" and is definitely in one of the three boxes which has to be finished by Wednesday and at the latest on Friday! I clearly asked her, what if it's not done by Friday - she ensured me: "No, it HAS TO BE DONE, they have a DEADLINE for Friday." Leaving it there, Friday came and went, with NO PHONE CALL!

Monday the 4th of DECEMBER, I drove with sincere urgency and despiration to the Samsung Care Centre - DETERMINED to receive my device! Upon driving there, I phoned the Care Centre in advance and spoke to a specific lady, which kept me on hold, claiming to search for my device - then she returned after 10minutes, only to tell me: "THE PARTS TO YOUR DEVICE HAS BEEN ORDERED, BUT WE'RE STILL AWAITING THEM"! I told the lady, that I'm on my way to the Centre to collect my device.

Upon my arrival, to my surprise, no one has been informed about the concern "not being able to find my device". I gave my payment forms to the lady at the front desk - looking at the dates - she quickly rushed to the manager. Coming towards me, she greeted friendly and prepared a room for us to sit in - she was surprised that no one has informed her earlier about the situation. She wasn't willing to "dig into the piles NOW".. Even though I told here I was UNABLE to drive through for the rest of the week, based on other responsibilities. She ENSURED ME, that she will search for it FIRST THING the next morning, and then to GET BACK TO ME by 11:30! And should the device be complete, she will arrange for it to be delivered.

As with ALL OTHER PROMISES - I had to phone HER, by 15;30 - since I have received NO PHONE CALL by then. She told me that she was very busy and could not get to looking for my device any earlier. She now found it and sat with the UNREPAIRED phone in her hands. She informed me, that since it's an "?international device??" it did not qualify for the campaign under which I have PAID for my phone, almost SIX WEEKS earlier! And that they unfortunately are going to have to quote me anew for the repair. I informed her that this is unacceptable! As I can NOT afford to be another couple of days without my device, I have PAID and had anyone told me at day one, I would not have wasted a month and a half. ALSO, if anyone would have made the slightest of effort, with ANY of my phone calls - they would have detected the problem withing a much more REASONABLE time period! She said she understood, but unfortunately they are goingTo whom it may concern

I hereby sincerely request urgent intervention, w.r.t my phone which has been in for - a promised 3-5 days - repair. Now extending to week six!

I am a medical doctor, working in Cape Town. I have submitted my Samsung S7 (not an edge) device, to the Samsung Care Centre on the 30th of October. I paid and received my receipt for this. I was ensured that it will take 3-5working days, before I will receive my fixed device again. Provided that the campaign was running, with specials on the device repairs, I concluded that there could perhaps be a backlog on the service delivery. Thus, I only phoned, after a week has passed - just to ensure that everything is still in order and that they could perhaps try to prioritize the repair of my device - as I do multiple work on my cellphone, which I am unable to do with my temporary device, causing severe strain and compromise in my professional position.

Each time I phoned customer service at the centre ( ********** ), they apparently had difficulty finding my specific device. After my (about fourth) call to enquire about the situation, within the second week, I was repeatedly told that the parts has been ordered and they were awaiting it's arrival. Without being able to give me a time period at all. I specifically told the assistants, that I did NOT want to wait 6 weeks for my phone, only to be told that it got lost, or that there is another problem which could have been detected earlier.

With absolutely no communication from the Samsung Care Centre (and 2-3weekly phone calls from my personal account), I decided to drive from Durbanville to the Samsung Care Centre in Century Way Drive on the 27th, directly after my work at 17h30, to obtain my device - which should surely be done after ONE MONTH. Upon driving there, I spoke to a specific lady, which kept me on hold for 10minutes, claiming to search for my device - when she returned, only to tell me: "THE PARTS TO YOUR DEVICE HAS BEEN ORDERED, BUT WERE STILL AWAITING THEM"! I told the lady, that I'm on my way to the Centre to collect my device.

Upon my arrival, to my surprise, no one has been informed about the concern "not being able to find my device". I gave my payment forms to the lady at the fromt desk - looking at the dates - she quickly rushed to the manager. Coming towards me, and preparing a room for us to sit in - to have to quote me. When I asked her to take it further, otherwise I will be forced to do so - she only agreed to "take it higher"...

Now, once again, a day has passed and NO RESPONSE OR COMMUNICATION from the manager!

This is an urgent PLEA, from an (USUALLY) SATISFIED CUSTOMER - but NOW, VERY DISSATISFIED AND DISAPPOINTED in Samsung's service and customer care.

Your URGENT ATTENTION to this UNACCEPTABLE MATTER is greatly appreciated. Thank you in this regard.

Regards