6 months to receive a defective Samsung A7

<p>I purchased a Samsung A7 on contract from Telkom last year October, the next day I experienced problems with the software and touch being unresponsive, every time I walked in to the Telkom store or Samsung store they reset the phone and told me they can't find any faults, the problem occurred more frequently and became worse to the point where the phone did not respond to anything. The 3rd of February 2016, I booked the phone in at the Samsung store in Pavilion Durban, as I was instructed by the Telkom store that the turnaround time would be faster as it is 6-9 days. I was extremely disappointed at this stage, during the inspection of the phone I discovered that the memory card slot was bent badly making the phone defective, this was not shown to me in the Telkom store upon my acceptance of the phone. It took Samsung 2 months to return the phone to me with no feedback or indication of were the phone was and the status of the phone. I received the phone and the next day experienced the same issues with the phone and an additional issue has been caused due to the repairs. The screen had been replaced and actually lifted up, sliding down and covering the home button the phone. The second time I booked the phone in with Telkom due to my dissatisfaction with the customer service I had received at Samsung. The issue of the screen lifting and the touch being unresponsive continued, I had to wait 2-3 weeks for the phone to experience the problems the next day or two and return the phone again to the store.</p> <p> I requested for a new phone at this point and apparently this request was being 'escalated' by the store manager. I waited almost three weeks for the manager to provide me any feedback with regards to this matter. Until called the store to find out why there is no response in terms of a repair, they had told me the phone was repaired I should collect in the store, upon my arrival I found that the phone was not repaired as the screen was still lifting, I did not accept the repair and again requested for a new device. I found out that the phone had actually not been booked in at all and there is no record of this with Telkom, this being the third time the phone was supposed to go for repairs.</p> <p>After waiting three weeks for a response on the phone being 'escalated', the response that I got is that the phone needs to be booked in for repairs I need to 2-3 weeks. After the 2-3 week waiting period the screen began lifting by the evening, the touch became unresponsive along with the buttons and the screen lifting became worse by the next day. The phone was then returned to the store in the anticipation of getting a new phone as per the policy of the repair center and the store manager indicating to me that the phone will be replaced should I experience a problem again.</p> <p>The phone gets booked in again and I wait another 2 weeks to find out that my phone is not replaced. My phone is damaged due to the repairs, now I am expected to accept the phone. The store does not know were my phone is and the only information I am being provided with is that the phone is in store. After 3 weeks from the arrival in the store the manager calls me to tell the problem is being 'escalated'. After I complain on the Telkom website and they are escalating the problem I receive a call stating my phone is being replaced. I received a new Samsung A7 on the 3rd of August 2016, 6 months later.!!!!</p> <p>The new device has been returned back to the store again the 8th of August 2016 with the same issues and problems with the screen turning into black and white stripes.</p> <p>How is it possible for Samsung to produce such defective products that it has issues within 7days and Telkom to provide such poor customer service. I am extremely disappointed in Samsung and Telkom for providing me such poor customer service.</p> <p>It seems to me that your manger does not have any idea what he is doing or has the authority to do anything of substance. I would like Telkom and Samsung to provide me with an effective device that works for more than a week and consider compensating me for the last 6 months which I have waited to receive this second defective phone.</p>