WHEN SAMSUNG WHEN????????????

The Customer Care Service of Samsung South Africa is absolutely Horrible.

This is now the 3rd review I am writing about Samsung South Africa due to them not doing their dam job.

My Samsung A51 is still not fixed after 6 attempts from Samsung. They don't fill in their paperwork or have been putting second-hand parts in my phone because the phone can just not be repaired. It's been a MONTH AND A WEEK that I have been waiting for Samsung that "BUSY" repairing my phone again! NOT one Phone call to update me and Email is just not being answered!

Samsung A51 - Repaired I think not. We purchased a New Samsung A51 on contract from Telkom Wonderboom Junction. A month ago the fone started to freeze at random and shutdown, sometimes being frozen and unable to restart, sometimes just by trying to unlock the phone or when trying to answer a call, note there was no apps open on the phone at this time, at other times it will get very hot and when you are using an app it will shut down or freeze, we then wipe the phone by doing a factory restest, and still, it froze and shut down sometimes 5 to 7 times. We then took the fone back to Telkom and by luck, the fone did the same thing while there. They sent away the phone to Samsung to repair, Samsung reinstalled the software of the phone and we received it back 2 weeks later. We started the phone, downloaded and installed the Capitec app and boom shame thing the phone froze and would not even shutdown, we immediately went back to Telkom and show them that the phone is frozen yet again. The Technician at Telkom then did a hard restart and the phone worked again. After trying to explain that it is not normal and that it is still not repaired the Technician blatantly did not want to believe us and made it out to be our inability to work with the phone saying that we open too many apps and that it's us that is using the phone incorrectly. Keep in mind we only had one app open when the phone froze again. After getting fed up trying to explain to the Technician that the phone is not working correctly and needs to be looked at again we left. Since then the phone is still freezing and shutting down at random doing the same things as mention above. 2.11.2020 Phone froze and shutdown used the Gmail app 3.11.2020 Phone froze and shutdown, used zoom, during a call, had to do a hard restart 4.11.2020 Phone froze and shutdown used Facebook 5.11.2020 Phone froze and shutdown, while trying to unlock, got fed up did a factory reset. 6.11.2020 Phone froze and shutdown used Spotify 7.11.2020 Phone froze and shutdown used the Gmail, Facebook 8.11.2020 Phone froze and shutdown used the Spotify 9.11.2020 Phone froze and shutdown was trying to answer a call 10.11.2020 Phone froze and shutdown, trying to unlock the phone 11.11.2020 Phone restarted during charging, decided not to use the phone. 12.11.2020 Phone froze and shutdown used Gmail 13.11.2020 Phone froze and shutdown while unlocking. So now I have to just deal with this and still pay my contract but my phone is so horrible and useless. And the Technician at Telkom will not listen to me when I go back yet again because their attitude is I am the one at fault here not my phone this is damaged and needs to be fixed.

Good day Samsung I have received my phone back from repair, thank you. Samsung has replaced the motherboard and charging unit. However, my phone now is not connecting properly and the calls are breaking up and I can not hear the person on the other side of the line or it’s breaking up even when on speakerphone and I have very to now signal at times. I CAN'T MAKE CALLS, THEREFORE MY WORK IS SUFFERING AND MY FAMILY CAN NOT GET HOLD OF ME VIA PHONE CALLS!.

My service provider checked on their side and there is no issue they can pick up. Meaning when my phone was in for repair something else now got damaged.

I am again sitting with my hand in my hair so frustrated with my phone, I simply want to cry because I just can’t deal with this phone anymore. I now again have to drive far and give my phone in again. For the almost 4 months that I had this phone, I may have used it for 2 months because I need to send it back for repairs again and again. I am seriously unhappy with this product and want it replaced.

Good day Samsung I have received my phone back from repair yet again and is still not connecting properly and had to take the phone back again for repairs.

I have now owned a Samsung device since September/October 2020 and it has been in for repairs with Samsung Every month for a min of 3 weeks each month???

So September/October 2020 had a phone and paid for it - could hardly use the device, sent it for repairs. November had a phone and paid for it - could almost never use, sent it for repairs. December had a phone and paid for it use it for a week, sent it for repairs again. January 2021 still paying for a device, Could only use some functions of the phone, sent it for repairs again.

WHEN WILL YOU END THIS AND REPLACE MY PHONE THAT IS CLEARLY A FACTORY MISTAKE?

And don't give some BS about you trying to phone me because you have since today made no effort to call me.

Good day Kholofelo

Trust you are well,

So guess what my phone has started doing again?

Just miraculously turning off at any given time, the same issue that I had the very first time. I just can't understand how this phone is still not working properly after getting fixed so many times.

When will you have an answer for me? Or will this now be my monthly routine of taking in this phone until I can upgrade my contract and get a new brand of phone?????

I just can't anymore!!!!!!!!!!!

Hi Kholofelo

Trust you are well,

I will only be able to take the phone on Friday to the Authorised Service Centre in Pretoria, SHOP B6 THE GROVE MALL, CNR SIMON VEMOOTEN ROAD & LYNNWOOD, 0041 and do as you suggest. Will this be in order?

Good morning Kholofelo

Trust you are well

I am taking in the phone now to Samsung Service Centre now. How long will I need to wait for the exchange, I will be out of reach for a few days?

Good day Kholofelo

Trust you are well,

The Samsung Service Centre just informed me that the Phone and all the paperwork has been sent to you. Please let me know the ETA on this as I am going to be out of town and may not have access to my e-mail or be available on my number.

Hi Kholofelo

Please send me a mail that explains the call we just had as i need a paper trail of this.

I confim again the phone had no damage what so ever when i gave the phone in at samsung grove mall, some one is telling lies and this is getting me beyond upset now. I think we need to get to the bottom of this or i will need to start taken legal action.

Good day Kholofelo,

At what number can i call you? I am not getting hold of the people at grove mall at all, i want to know now where is my phone and what is going on.

Hi Juanita, We managed to resolve the misunderstanding. The technician had mistakenly ticked OOW on service order. It is sorted now. They will go ahead and log SAW exchange.

Hi Juanita, The exchange request has been rejected. The unit is now out of 6months CPA period and according to Samsung exchange policy, the device can only be exchanged when it had undergone 3 major multiple repairs where parts got replaced in each repair. In this case, my deparment have to motivate an exchange as you reported the problem early February. Summary of event have been sent and awaiting response. Please give us until tomorrow 12pm for feedback. If we cannot get an exchange, service centre will upload software and call you for collection. Regards, Kholofelo

Hi Juanita, I am sorry to inform you that an exchange was rejected once again. We were standing on you reported the matter within 6months period in Febraury, but it was pointed out that CPA period ended in January. The device went in for repairs on three occasions and PCB was replaced on the first repair. Second repair software was reloaded. Please accept repair for now and monitor the device. I am sorry I was unable to assist with an exchange.

Hi Kholofelo

Where is the device now?

Just on the repairs, the first repair was software being repaid, this was done thru Telkom (they send in the device) Secondly the Samsung Care centre replaced the pcb, then again it went in for repair they then said they replaced the microphone or speaker and the charging unit, then it went in for repairs again and they then replace the pcb again? How is it that you are only picking up 1 repair?

Good morning, Apologies for the delay in response. The device is currently at the service centre in Pretoria. The service centre picked up two jobs, 1st one pcb was replaced and 2nd job software was reloaded. This is now a 3rd job. If you allow us, we can advise technician to repair it and call you for collection. Kind regards, Kholofelo

Thank you for your understanding. We have advised them to contact you for collection once the repair is completed. Kind regards, Kholofelo

Hi Kholofelo

Trust you are well,

Kindly advise what is the status of my Phone?

I can get hold of the Samsung store at all their number only rings and rings before being cut off.

No One has phoned me yet and this is now again almost a month later and I still have no phone, my irritation with the matter is getting me at boiling point.

Update please its been a month now?????

Good day Kholofelo

Since nor you or the Samsung care centre is providing me with information I had to Yet again drive all the way to the grove mall and go ask the people myself!

To my shock they are again replacing the Mother board and now the battery!

Some one is clearly not doing there f**ing job, because like I told u numerous times this not the second repair this is now the 5th repair. Samsung is not doing their paper work and I must just be happy or my biggest concern is they as replacing my phone with 2nd hand part as not to do the paper work or incure the cost.

What happened to a software update or replacement as per you last actual communication?? Last time I looked it had nothing to do with the mother board or the battery?

This phone has more replacement part installed than my old car.

I NEED ANSWERS TODAY!!!

Your message

To: Kholofelo Mhlanga; *** Cc: Tellus; Corrie van schalwyk Subject: RE: RE: RE: RE: Re: RE: Re: Re: Re: Re: Re: Re: Re: Re: Proof of purchase Sent: 2021/04/07 13:06

was read on 2021/04/09 15:58.

AND I AM STILL WAITING !!!!