Still waiting for refund on Samsung phone after finding a slow motion glitch

I purchased a Samsung Galaxy S21FE 5G pm 27 November 2033, which was delivered to my home on 09 December 2022. After a whole month of attempting to navigate Samsungs customer care centre system I experienced what must be the worst experience of support care in my life. On 27 December (11 working days later because of all the Christmas holidays) I reported that the slow-motion camera function was creating a terrible jitter effect - reference number ***. I write to you to because I feel your entire customer care support line does NOT GIVE ONE IOTA about my problem. l therefore have no other option but to report to you directly as I am 100% sure the software glitch will disappear into the smorgasbord of your complaints department that not only denies accountability and responsibility for selling me a faulty product but also refuses point blank to refund me what is clearly within my right as a consumer. I am a journalist having worked at News24, Business Insider and Forbes Africa for over a decade. I cannot fathom this system operates on a functional basis, providing feedback to the key decision makers who need to hear what is being experienced on a ground level. I have issues for several reasons. 1. Not one of your support care team accepted responsibility that I am within the returns policy and issued me a full refund. 2. Despite reporting for two whole months that the slow-motion function was faulty. And proving such in different scenarios, they refused to escalate the issue. Instead relying on a faulty chain of command which pushes consumers from pillar to post. I laid complaints on your chat service, your email service and in person – no one could fix the problem. 3. Betraying the Consumer Protect Act Section 56 which allows consumers to choose their remedy if something they’ve bought fails or malfunctions within six months of purchase. As a consumer I stated numerous times I was not happy with the purchase and demanded a refund. I offered your customer support line several opportunities to figure out the issue.

TIMELINE SO FAR Date: I reported the problem via your chat service on 27 December – problem not solved. A mere few days after receiving and purchasing my device. This is a brand-new phone which clearly advertises a functional slow-motion feature on its cameras. And it does not. Date: I visited the support store in person on 5 January – to no avail. I should never have even had to step foot into a technical centre to fix a BRAND NEW PHONE. I was advised by your chat service to visit a Samsung service centre in person and run a diagnostics test. They ran the test and said there was nothing wrong with the software and I was advised to visit a technical centre, which I did. At the technical centre I was told I would need to leave the phone to run a technical diagnostic test which would take several days to fix due to backlogs in the system. When I asked for a replacement phone to use in the interim, I was told that that was not an available service for me as the centre was a technical centre and not a Samsung store. I should not even have needed to visit a technical centre. The replacement should be an immediate resolution as the product was within 18 days or receiving the order and 11 working days with the public holidays. Date: On 6 Jan, 10 Jan and 19 Jan – I reported the issues over your email system. I was told a Samsung agent would call me to troubleshoot the problem. Each email I received the same stock standard answer. “Please be advised that your email has been relayed to the relevant department and the customer service consultant will contact you and provide feedback.” I am still waiting for that call. I expressed several times I wanted a refund, and I was not satisfied with the level of service and the quality of the phone. Date: 30 January, I reached out again. This time over the chat service to lay a complaint, again. I was advised that a Samsung technical agent would call me. Date: 31 January – Samsung agent calls me and does remote assessment. Ref *** An agent logged onto my phone remotely and I showed them the issue. They admitted it was a fault and logged ANOTHER complaint with complaints department. Date: 3 February – Received call that I needed to travel AGAIN to technical assessor for another assessment. Made a booking that I would arrive on Monday 06 Feb. I was told I had no other option but to go to a technical centre to have my phone assessed by a official technician in person. Date: Yesterday (06 Feb, 2023) Following a software update AND a full wipe of the phone the problem persisted. I proved in person after each step – AND I WAS IGNORED. Following a software update AND a full wipe of the phone the problem persisted. They then had the audacity to tell me I, the consumer, was using the Slow motion function of the phone wrong – despite explaining very carefully that the issue occurs in different scenarios. I reiterated, once again, I want a refund. I was told by a manager Ruwayda that the assessment needed to re-logged with Samsung, AGAIN. Case number ***. Date: 07 February I received no email. So I went back onto the SAMSUNG chat service to follow up. I was told the issue had escalated and I a Samsung manager would call me.

Date: 08 February No phone call. So I went onto the chat service again. This was when I blew my top. They responded to me with the below: "Jay, according to the reference number the repair was completed and you may collect your device from the service centre. SAMSUNG CUSTOMER SERVICE – SSS CELLULAR Bellville, Cape Town Address 78 Edward Rd , 7530 Phone number: ***" I informed them immediately this was completely false. For a number of reasons this was completely false and inaccurate. 1. The phone is in my possession. So I have no clue what they are talking about. 2. They closed the docket without my consent. 3. I received absolutely no feedback about this development. (and they still haven't by the way). 4. As I have argued from the beginning of the interaction. I purchased the device with the assumption it would work to my expectation. The slow motion jitter fails to meet what they advertise and one of the main reasons I purchased the phone. They could not fix it. Therefore, by warranty, returns policy and the consumer protection act I am entitled to get a full refund. 5. Finally I should never have even needed to step into a technical centre. The refund should have been issued immediately.

Date: 09 February I phoned Samsung’s call centre ***4. The call centre forwarded me on to the Escalations department where I was told the individual dealing with my case that goes by the name of Thandiwe, had in fact closed the escalation. I was also told be a college Kuluelo, she was on another call and would respond to me immediately after she had finished her call. I was also told that NO ONE ELSE IN THEIR ENTIRE department could re-open the falsely closed case.

I was asked to give her 24 hours respond.

Date: 10 February (24 hours later)

I waited 24 hours and then I phoned Samsung’s call centre ***4 again. The call centre forwarded me on to the Escalations department again where I was told Thandiwe (my case operator), was on another call and would respond to me immediately after she had finished her call – again. I asked if it was fair to expect a response by 4pm on the day. I was told this was fair and should be expected. Since the time of the phone call, she has permanently unavailable to re-open my case nor listen to my complaints, nor even begin the process to issue my refund which I believe by now it the ONLY VIABLE outcome of this interaction. On February 14: Email follow up. Good morning Vaughan, Thandiwe and the rest of the Escalations team.

I am following up again. Because I still have had no update, I have been waiting since 7 February for a response to the latest complaint of many complaints which stretch all the way back to 27 December 2022. Vaughn on Friday you said you would contact SSS Cellular on Saturday, and I have given you the whole of Monday to contact them. Please guys, you have to meet your turn around deadlines that you yourself committed to on a recorded conversation. SSS Cellular is an official Samsung Technical Repair store - you should have a prioritized direct line of communication with them. I should not have to wait 5 working days for a response especially since the matter is with the Escalations Team.

I purchased a Samsung Galaxy S21FE 5G pm 27 November 2022 (To the cost of a total of R14,998), which was delivered to my home on 09 December 2022. On 27 December (11 working days later because of all the Christmas holidays) I reported that the slow-motion camera function was creating a terrible jitter effect.

I have been waiting since 07 Feb for you to contact SSS Cellular and re-open my report which was closed by Thadiwe without my notification or consent. The report was inaccurate and lacked important information including: 1. the slow motion function jittered after the software update. 2. was reformatted and STILL jittered. I was in the store in front of the technician and showed it. 3. I spoke to the manager Ruwayda who assured me the report would include that I wanted it stated on the report that I was NOT SATISFIED with the outcome and wanted a FULL REFUND. 4. The problem still persists to this day. I have attached more video examples taken from this last weekend 11 February - which was done after the software update AND the reformat done by SSS Cellular. To be clear, I have not been satisfied with my purchase since December 27, 2022, 11 working days after purchasing the device, and I want a full refund. Begin the process of re-issuing my money immediately. Sincerely Jay Caboz

To close. I am so broken with having to deal with this nightmare that I want out. Give me my money back for both my phone, Samsung care+ and just do better. If a product does not meet the expectation of a customer via services like Takealot they can be returned, without a second glance. If a car battery fails to function optimally within its warrantee, you entitled to a full replacement. Yet somehow, these vital consumer protection laws do not exist within your company. The lack of seriousness calls into question the integrity of Samsung and its ability to deal with on the ground faults. I wonder how much else slips through the cracks through the negligence of your complaints department and nonchalance they give to customers. I hope this message reaches you and that you take the matter seriously, because your staff don't, but I do. As a consumer - I am not going to let this complaint disappear into the quagmire of the complaints system and am going to post complaints on every social media platform until the matter is resolved. Last week you invited several South African media specialists to the launch of your S23, some of which are colleagues that I have known for several years. I have made a special note to send my complaint to every single one of them to test for the glitch. When they find it, I sincerely hope your complaints department realise that consumers are not to be overlooked. No consumer wants to buy a product that falsely advertises a camera function when it cannot live up to that expectation.

Not impressed.