Terrible Service For Phone Repair By Samsung Service Centre Century City

<p>With reference to the below.</p> <p> </p> <p>I have not once been called by Samsung SA for any assistance with my complaints, not by customer service nor management. I would escalate this matter to a head office but there are no contact details. I am sick and tired of being given empty promises like the manager will call you or a replacement phone will be delivered to you or your phone is ready for collection. I want my cell phone back that I am paying for but havent had for 13 days and havent had use of for a month now. </p> <p> </p> <p>What kind of business is Samsung SA running, staff are rude and blatantly lie. I want my phone back this week fully funtional!!! This is now the third time I'm doing a review with on resolution even after a response from Samsung SA. I am never purchasing a Samsung product ever again this company has absolutely no morals and no customer service.</p> <p> </p> <p>Terrible Service For Phone Repair By Samsung Service Centre Century City</p> <p>After serveral calls to my network provider (Vodacom) and Samsung I was advised that I need to take my Samsung Galaxy Note 4 to the Samsung service centre in Century City. After 5 days of the service centre having my phone in their posession I received two text messages of neither gave any indication as to what the actual fault is with my phone. I then called and after 35 minutes of waiting my call was then only answered by what was an obviously overworked operator. She had told me that parts were ordered for my phone and I was then advised that she would call me back after she had received feedback from the technician working on my phone. I waited all day but received no call, I then decided to call them back the day after only to be told that my matter was handed to a manager and she is uncertain as to why I was not contacted.</p> <p> </p> <p>What I take issue with is:</p> <p>- The long waiting period for calls to be answered, this is not only time consuming but also extremely expensive.</p> <p>- Speaking to employees who have no idea as to what is going on and is also over loaded with work that clearly can not be dealt with by one person.</p> <p>- The lack of communication with regards to the progress of my phone repair as well as not being told what the actual problem is with my phone. </p> <p>- Not being given a time frame as to when I will recieve my phone back and I need to return the phone I have borrowed to use in the meantime. </p> <p> </p> <p>This is unacceptable customer service, one would expect more from such a well established brand that swears on customer service excellence.</p> <p> </p> <p> </p> <p> Dec 13, 2016</p> <p>1 week ago</p> <p>Official business reply:</p> <p>Good day Merlyn</p> <p>We have noted your concern, thank you for bringing this matter to our attention. We have referred this matter to our Complaints division who will be in contact with you in this regard. Our sincere apologies for any inconvenience you may have experienced in this regard.</p> <p>Herewith your reference number: ********** 312</p> <p>Kind regards</p> <p>Samsung SA</p> <p>Terrible Service For Phone Repair By Samsung Service Centre Century City!!!</p> <p>This is now the last straw with Samsung service centre Century City!!!! After a previous review to have my cellphone repair escalted, I received a text message telling me my phone's repairs are now completed and is ready for collection from Kumbana. This text came at 11:07 this morning followed immediately by yet another text asking wether I was happy with my service. I wasn't then and I still am not now!!! This service centre has the worst customer service I have ever received in my life.</p> <p> </p> <p>I arrived at the Samsung service centre in Century City just after 16:00 as I work until 15:30 and rushed immdiately after work to get there before the closing time of 17:00 as stated on the webiste. Only to see the doors were closed and hear and see staff on the balcony barbaquing and blaring music loudly. After a screaming match with my mother from two female employees shouting that its their staff funtion and that they are closed, I had to leave without my phone.</p> <p> </p> <p>Now I am stuck without a phone for even longer as that service centre is closed on public holidays, again, as per the website. I take exception that two young employess feel they have the right to get into a screaming match with my mother!!! The customer service is beyond appauling and now its apparent those staff memebers working there have no respect for their elders!!!</p> <p> </p> <p>I do not wish to have another notification created due to this review. I want a Manager to call me and explain to me what the heck is happening at that place!!! And I want my cellphone to be delivered to my home in nothing short of perfect condition!!! I want those staff members to receive warnings for they way they spoke to my mother and their general attitude toward me showing up there. Nowhere was I informed about any staff function occuring there today or I would have made an arragement at work to collect my phone during the day!!!</p> <p> </p> <p> </p> <p> Dec 15, 2016</p> <p>4 days ago</p> <p>Official business reply:</p> <p>Hi Merlyn</p> <p><br /> This is to acknowledge receipt of your complaint.<br /> Kindly note the query is currently escalated to our Voice of customer team under reference number: ********** 312</p> <p>A senior customer service executive will contact you with further discussions on this matter.</p> <p><br /> Regards,<br /> Samsung Team</p>