WORST EXPERIENCE WITH THIS BRAND

Good day,

When I received my Samsung Galaxy S21 Ultra, there was a package deal send from Samsung Care + that includes when you pay R500 once of in the beginning then you will be able to receive a screen repair for R1000 in the first 12 months when the screen is broken and after 12 months you can receive another screen repair for R1000. So when my S21 Ultra screen broke I called Samsung Care Department to assist me, I did not receive any feedback for 3 days to get back to me with no email, no call coming threw and they were absolutely just ignoring my request. After 3 days I have spoken to someone and he resolved this matter by arranging for the phone to be send to SUS Repairs (Samsung Service Centre) , I did not receive any feedback when this my phone will be collected, and one day the courier just arrived on a Wednesday at my gate without Samsung giving me any communication of where the phone will be going or when the courier will arrive.

So after no communication was send threw I did give the phone to the courier and I have spoken to the person @SUS Repairs which confirmed my phone was there. After 1 week of not receiving any feedback from this service center The following Monday I called them and ask how is the process going and when will I receive my phone, where the person I have spoken to then told me sorry but we do not have any parts for the screen to be repaired and they are only receiving these parts on the upcoming Saturday, that Thursday the person called me and said sorry for giving me the wrong information but they did not have parts in stock and the phone is due for an exchange. I said that is fine but it is almost a week and a half and I am struggling without a phone. She said she would be in contact with Samsung to resolve this issue as soon possible. The next week came, it was on a Monday and I wanted to request from the Technician to please access my phone and just give me a banking OTP because I had to pay one off my bills, she then told me when I called @4PM in the afternoon that they had a break in on the weekend and my phone was ****** at the Samsung service center. If I did not call her @4PM that afternoon would I even have known that my phone was ******??? I did see all the camera footage that was provided to me by SUS Repair management, and all the phones that was ****** was not even in a safe. The subject just broke into a window and stole every phone they can get a hand on that was just laying down on the technicians desks. After this happen I was in contact with SUS Repairs manager and he told me he is in contact with the Samsung exchange department. And that a exchange will be done as soon possible. After 2 days of following up he told me that they have done everything from their side to sort this matter and it is in the hands of Samsung Exchange department. I have had 1000 calls from my side to the costumer service department and every single time they just simply told me that they are sending an email because exchange department is not answering their phone. There was more or less 100 escalations to this department and they did not give me feedback once in 3 days. I then spoken to one customer service guys and he called the supervisor of exchange department directly from his personal phone, only then that supervisor called me later that day, and he said he trying to resolve this issue and he is going to give me feedback the next morning, I did not hear from him for another 2 days, and I called the customer service guy again to please ask the supervisor of exchange to call me urgently. After that he eventually called me and told me that the exchange is approved and that they will be in contact with my service provider to source a brand new Samsung Galaxy S21 Ultra. Which they did.

I then received the phone on 15/03 and yesterday morning 17/03 when I tried to put of my alarm the new phone screen simply did not work. I can do nothing on the phone the screen works for two minutes and then the phones screen do not respond, I tried a soft reset and everything and still it is not working, I had the phone for not even 48 hours and it is already not working so Samsung gave me a phone that is broken. I then received a call from the VOC (Voice of customer) and he told me yesterday (17/03) they will immediately organize a courier to get the phone that is not working and they will do a replacement. And now this morning he said to me he have no feedback to resolve this matter yet, so now basically I am going to struggle for another 2 WEEKS!!!!

I cant believe this from Samsung, this is horrible customer service. This is so bad that I have to call them every single time to find out what is going on. NO EMAILS ARE BEING SEND - NO CALLS ARE BEING MADE. For a leading technology brand this is the worst service I received from any any any company I have ever delt with.

I will hopefully get an answer. At this stage I am out of courage and emotional burned out with this situation.