Worst service ever from a Samsung repair centre

Item: Samsung South Africa
Rating: 1
Author: Mattheus N

My first review: Thanks to the Smart Care Centre in Morningside, I will never get a Samsung device again. So my screen of my tablet broke a while ago, so I decided it should be faster to take in the tablet to the smart care centre than to let someone send it in and then wait for it. So handing in the device was quite easy, that was done on 19 March 2016. 22 March they let me know that my tablet is fixed, they just need to reload the software. At the time I was in Mozambique on holiday, so my brother responded on my behalf and gave the go ahead. So I eventually went to go collect my device on 2 April, but when I got there, they first had to do the quality check. Trying to do the check, they realised the battery needs to be charged first. After charging, the device failed the quality check. All this wasted about 2 hours of my time. Now it is 8 April, and they still don't know what's going on. When I phone to find out, they place me on hold or tell me they'll phone me back, but I don't get any response from them. How can they be so bad? But thanks, you made me realise that it is definitely not worth it to remain loyal to Samsung. Response from Samsung: Hello Matt100, Good day Mattheus We have noted your concern, thank you for bringing this matter to our attention. We have referred this matter to our Complaints 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 My reply to them after receiving my tablet: Dear Samsung So after 7 weeks I finally receive my tablet, finally repaired, after you've found out that the motherboard was also damaged. This led to a motherboard replacement together with my screen replacement, but it seems that isn't all that was replaced. Apparently, when you replace motherboards, you also change the available memory on the device. I used to have a 32 Gb device, now, after 7 weeks of waiting and finally receiving it, I only have a 16 Gb device. This is ridiculous. I can't believe that this level of service is even allowed anywhere in the world, especially not from Samsung. But thanks a lot, at least now I know that my next phone, tablet, TV, appliance, etc. shouldn't be Samsung, since this is the level of service you can expect from you. After my last reply, I haven't heard anything back from them. I've tried phoning the repair centre and apparently the guy dealing with my request is one of the most important people at Samsung, because he's been in meetings continously throughout since Monday morning. Terrible.

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Samsung South Africa's replyOfficial

15 May 2016, 09:20

Hello Mattheus This is to acknowledge receipt of your complaint. Kindly note the query is currently escalated to our Voice of customer team under reference number: *** A senior customer service executive will contact you with further discussions on this matter. Regards, Samsung Team

Samsung South Africa's reply15 May 2016, 09:20

Official