Utterly appalling service from Samsung Smart Care Center - Constantia

To whom it may concern,

I have turned to Hello Peter as a last result, in the hope of restoring my confidence in Samsung South Africa and its affiliates; who up until now have proven absolutely ***********, unprofessional, an undeserving of its loyal customers. As a customer who is proud to own mostly Samsung products, I feel cheated and abused by this brand.

I booked a repair (of the screen and back cover) of my Samsung Galaxy S6 Edge on Friday, 21 July 2017. This entire experience has been highly unpleasant since the moment I walked into the Smart Repair Centre, Constantia. The store had no electricity, and all the agents were scrambling to assist the few customers in the store at that time. It took 3 agents to manually log my repair and get the forms for me to sign. I understood at the time that this factor was out of their control.

I was told that I would receive a quotation for my repair by the close of business on Monday, 24 July 2017; but I only received this quote at the end of that week. This is the very last time I heard from Samsung Smart Care Centre, Constantia. I was told that the estimated turnaround time for this repair from the time that I booked this device in; was 2 weeks. After receiving no feedback, I phoned their call centre at the end of the second week to follow up. It took an agent 40 MINUTES to pick up the phone. Once I got through, I was then told that there was a shortage of parts, that these are being imported from Korea, and that my device would be ready in the next week. I proceeded to follow up twice weekly in the 3 weeks to follow that phone call, being told the same story, and that my case is being escalated. Each time, my call was only answered after 20 - 40 minutes after being on hold. I was also informed that managers were unable to take calls, and that I could only correspond with them through the call centre.

I informed the call centre and the floor manager; a man by the name of Tarique; 3 weeks in advance that I was leaving the country indefinitely today (23 August 2017). On Thursday, 17 August 2017; after receiving absolutely no feedback or correspondence from this team, I was forced to drive 60 KM's out of my way to the store to try and receive assistance, with the idea that a face-to-face interaction could resolve my problem. Upon gauging my frustrated temperament, the staff were all apologetic and Tarique promised me that he would assist me by Tuesday, 22 August 2017, and that I would have a device by the time I leave. I was reassured that I could expect a call from him by the close of business on Saturday 19 August 2017, which I never received.

I have called Samsung Smart Care Centre, Constantia 7 times in the past 3 days, and have still failed to get ANY FEEDBACK OR ASSISTANCE WHATSOEVER. As a result of this incompetence, and the general no care attitude of this team, I have experienced severe loss; being without my trusted device for 5 weeks and counting, running up a telephone bill over R400.00 trying to get hold of them, as well as having to reschedule my travel arrangements and date of departure.

After paying close to R5000.00 for this repair, I am sorely unimpressed and at my wits end. I expected more from a brand with Samsung's reputation, promising “The world’s best service for the world’s best products”. I would appreciate any assistance or guidance that Samsung South Africa can provide.

Jay Trentelman.