TOTALLY UNREASONABLE WITH A COMPLETE LACK OF EMPATHY FOR CUSTOMERS

I have a Samsung A7 mobile phone which I got on a Telkom contract on 26 March 2019.

On Thursday the 18th of March 2021 the phone froze and the screen stopped working altogether. On Friday 2nd of Apr 2021, I took the phone into SAMSUNG CLEARWATER MALL to have it booked in and repaired under warranty as it broke whilst under warranty. I supp**** the proof of purchase as received from Telkom which indicates that I bought the phone on 26 March 2019.

Now I do understand that I took the phone in on Fri the 2nd of April 2021 which is only a few days after the warranty had expired, but I was not able to take the phone in earlier. I was 9 weeks pregnant at the time with a very high-risk pregnancy and I had been very ill for weeks. I was informed by my doctor on Wednesday the 7th of April that I had lost my baby and was taken to theatre on Fri the 9th of April. I, unfortunately, did not have anyone that was able to assist me by taking the phone in on my behalf.

I am currently unemployed and therefore I am not able to take out a new mobile contract in order to get a new phone. I also don't have the money to pay to have the phone repaired at my cost which means I am now in a terrible predicament thus because I was not able to take the phone in immediately.

I have proof that the phone broke under warranty as I have been using a very old tablet just to be able to communicate after my phone broke. The staff at the Samsung store were very rude and refused to help me, the same with the staff at the call center.

How is it possible that Samsung is not understanding at all of my circumstances and not willing to extend grace for just a few days to me as a customer?

I have communicated with Samsung on the following dates with no success.

Fri 2 April 2021 - Samsung Staff Clearwater Mall Tue 6 April 2021 - Samsung Call Centre Tue 6 April 2021 - Samsung Facebook Messenger Wed 7 April 2021 - E-mail (***) Sat 10 April 2021 - Samsung Facebook Messenger Tue 13 April 2021 - Samsung Facebook Messenger