1 reviews | Active since Dec 2016
What happened to my phone?
<p>Samsung has a section ADH premium that is supposed help to repair your phones screen effortlessly. Not the case. I contacted them a month ago and enquired about their service. Due to business travels I could only use their service as from the 12th of December. I phoned them on the Friday morning the 9th confirming that I will be using their services as from the 12th and that they confirmed that they will phone me early the morning and they will still be able to collect and drop off the loan phone to me before end of working day the 12th. At 9am the 12th no one has phoned me so I phoned them at exactly 9:04 am. They started the process and all of a sudden said they will only be able to collect the phone on the Tuesday, if they have a loan phone but they will get back to me.</p> <p>By 3pm I was still waiting for feedback on the loan phone and delivery and so I phoned them again at 15:09. The confirmed they have a phone and that they will drop off between 8am and 5pm? I needed to go to a site and after long negotiations they said they will push for delivery before 12 the 13th. NO surprise that by 16:00 I have had no delivery, no phone call and once again I phoned them. Asking to speak to a manager (Kate) they put me on hold for 20min and finally I gave up as I had dinner plans.</p> <p>The courier company phoned me at 17:30 asking if they can deliver and collect for the first time. I said to them they were supposed to have delivered before 12am? And this is the first time they made contact. I went to dinner and came back and the courier guy was at my house at 20:23 on the 13th to collect?</p> <p>The 14th at 10:10am I received a call from the courier company stating that they have not received my phone?</p> <p>Once again I phoned ADH Premium at 10:15am and all they said was “sorry sur, but no worries, if your phone is lost we will replace it” that is not what I asked for and once again Kate was too busy to Speak to me.</p> <p>She finally phoned me back at around 3pm stating that my phone is not lost but at the repair centre and will be returned within 5 working days. I also said to her the loan phone is not working and switches off by itself. She said she will organise for another phone and do a switch, up to today, NOTHING was done!</p> <p>I left it till the 21st of December where once again I phoned them on 8:52am to follow up on the repairs and return of my phone only to hear that THE REPAIR CENTRE IS CLOSED FOR DECEMBER!!</p> <p>Never once was this communicated to me. Why would I hand in my phone for a screen repair if it will only be done in January 2017, and the loan phone is available for only for 30day’s!! When I asked the operator to speak to Kate, she was once again to busy, I asked for another Manager, apparently all on leave! When I asked the operator Lansea when the repair centre will open, she did not know!! She put me on hold for 5min to find the answer, the 3rd of Jan 2016 and still she could not tell me when my phone will be returned to me.</p> <p>When I asked when the repair Centre closed, she once again put me on hold as she did not know! So if she does not know, how could they have informed me of the fact?!! I stated that Kate must phone me, and once again, up to now I have still not heard from the only Manager available.</p> <p>Never ever have I been treated as badly as with Samsung ADH premium, and it is still continuing as we speak! I am not certain if my phone ever made it to the repair centre? I am sitting with a phone that works when it wants to and I am not sure if I will ever see my phone again as I get a different story every time I Phone!!</p> <p> </p>
Good day Abri ,
We have noted your concern, thank you for bringing this matter to our attention.We have referred this matter to our Complaint division who will be in contact with you in this regard.Our sincere apologies for any inconvenience you may have experienced in this regard.
Herewith your reference number: ***
Kind regards
Samsung SA
Good day Abri ,
We have noted your concern, thank you for bringing this matter to our attention.We have referred this matter to our Complaint division who will be in contact with you in this regard.Our sincere apologies for any inconvenience you may have experienced in this regard.
Herewith your reference number: ***
Kind regards
Samsung SA
Ok so after my first complaint on this forum I had some response from Samsung ref ********** 021 and amazingly was contacted 3 times in the same day by Samsung, I complained about my phone being missing, then found, then a 5 day screen replacement turned into a 30 day replacement and after my complaints changed what should have been a 15day screen replacement.
After a couple of follow-ups I was first told I could collect my phone from head office in Sandton on Friday the 23rd by the Manager of ADH PREMIUM. I was contacted later y Samsung stating that the phone will be ready for collection at Sandton on the 28th due to the public holidays.
As per usual by 9:45am the 28th I have heard nothing and phoned ADH Premium and once again spoke to Lansea with regards to the collection of my phone. Remember, they are supposed to collect and RETURN my phone within 5 working days, this started on the 12th of December!!.
She once again put me on hold, came back and said a person is checking if my phone is there and she will phone me right back! It is Thursday the 29th and still no phone call and STIL NO PHONE!.
What do I have to do to get my phone back! Can someone in Samsung care enough to get the job done! Do I really have to take this matter to more public forums? Why do we as consumers have to be pushed to a point where you print a Huge banner and hang it from a busy corner for all to see before anything gets done!
ALL I ASK IS TO RETURN MY PHONE!
Ok so after my first complaint on this forum I had some response from Samsung ref ********** 021 and amazingly was contacted 3 times in the same day by Samsung, I complained about my phone being missing, then found, then a 5 day screen replacement turned into a 30 day replacement and after my complaints changed what should have been a 15day screen replacement.
After a couple of follow-ups I was first told I could collect my phone from head office in Sandton on Friday the 23rd by the Manager of ADH PREMIUM. I was contacted later y Samsung stating that the phone will be ready for collection at Sandton on the 28th due to the public holidays.
As per usual by 9:45am the 28th I have heard nothing and phoned ADH Premium and once again spoke to Lansea with regards to the collection of my phone. Remember, they are supposed to collect and RETURN my phone within 5 working days, this started on the 12th of December!!.
She once again put me on hold, came back and said a person is checking if my phone is there and she will phone me right back! It is Thursday the 29th and still no phone call and STIL NO PHONE!.
What do I have to do to get my phone back! Can someone in Samsung care enough to get the job done! Do I really have to take this matter to more public forums? Why do we as consumers have to be pushed to a point where you print a Huge banner and hang it from a busy corner for all to see before anything gets done!
ALL I ASK IS TO RETURN MY PHONE!