Poor Service and No Feedback

Please see my email below, and no feedback from Unitronics or Samsung. This email was sent on 13 February 2018 and no feedback received.

Good Day

This email serves to inform Samsung about the poor service received from representative Unitronics-Sa in the Western Cape, Cape Town, Canal Walk. Please see my points below to give you an idea what the trend of service is at mentioned store.

I booked my phone in at Unitronics Canal Walk Repair Centre on 24 November 2017. I was told that I will receive a quotation within 48 hours. This never happened, I only received my quotation on 29 November 2017 after I had to follow up telephonically on the status of my quotation. After receiving the quotation I accepted it and sent through the proof of payment on 1 December 2017.

The advisor in store told me on the day when I booked in my phone that the repair takes 7 -10 working days after payment was received.

Then the dissatisfied service and support started. Whenever you try to phone the Unitronics Canal Walk store the phone just rings. At times no one will answer the phone and it will just ring. At times someone will pick up and drop the phone immediately. I have sent emails as seen below but no reply or no responds from anyone.

A week after I made payment I followed up and got through. First the lady at Unitronics asked me If I received a quotation already after checking on the system, then she told me they are still waiting on parts.

A week after this I followed up again on my phone and another lady asked me the same question. I told her that I paid already and that I am waiting for me device. This was already 2 weeks after my a paid the deposit. She then checked and said they are still waiting on parts.

On 19 December I followed up again before I went on leave and on holiday. I wanted my phone before I left on holiday. Then the lady who answered the phone asked me if I received my quotation already!!! I responded and told her that I paid the full amount already and thought my device is done already. This was the trend at which my repair was treated. I feel that there was a communication barrier firstly and secondly no rush and commitment from your side.

After I came back from holiday, I followed up again. This was on 2 January 2018 when I phoned the Unitronics Canal Walk branch again. To my shock the lady asked me the same question again, “if I received my quotation yet and if I made payment yet”. This was just too much for me and I requested to speak to the store manager in order to resolve this issue. He was not available but phoned me back. I then spoke to a guy called Elcardo. He told me to give him 10 minutes to look into my case and then he will phone me back again. He eventually phoned me back and reported to me, “He doesn’t understand why my device is not fixed yet. My device was supposed to be fixed long time ago. The part is in store and he will assign someone immediately to my case.” About and 1hour later I received an sms indicating that my device was fix.”

I could not believe this. I had discomfort for how many days because of someone at abovementioned store not doing their work properly.

Now to the issue at hand.

Sunday morning I woke up and my screen was purple, just like it was when I took it in to unitronics in November. After a while the screen was just black. I could still hear messages come through. Saturday evening before I went to bed I was still using my phone and there was nothing wrong with my phone. It was the same problem as before.

Yesterday(12 February 2018) morning I phoned Unitronics SA at Canal walk. The lady who answered the phone told me that the phone is still under warranty and I must bring it in. When I took it in to them yesterday I was told that they won’t be able to take responsibility for my phone. They will be able to fix the phone but I will have to pay for it myself. I told the lady that I did not break the phone. She indicated to me that there are small cracks on the screen and asked me If the phone fell or if I bumped it. I told her that I will not come to them expecting them to fix my phone under warranty if I broke my phone. Those cracks are exactly on the same place where the previous cracks were. My phone never fell or I never bumped my phone. The phone was still working fine Saturday and Sunday morning it just started going black.

Furthermore I advised her that on 1 February 2018 someone from Samsung/Unitronics in Johannesburg phoned me to assess the service rendered by Unitronics Western Cape and if the device is in perfect condition. She told me the phone call are being recorded for quality and security reasons. You can recall and retract that conversation. On that day I informed that lady who phoned me that the button on the bottom of device, almost like the default button(don’t know what to call it) was very loose and that I will take it back to Unitronics Western Cape to have a look at it once I am back in the Western Cape. At that moment I was in Johannesburg. This button was not like this when I received the phone back from them immediately. After I received the phone back from Unitronics Western Cape on 3 January 2018 it was fine and button was working. After a while, and I am not 100% percent sure of when exactly, that button became very loose.

Yesterday at Unitronics Western Cape at Canal Walk I told the lady who assisted me, I feel like you want to blame me for a technical mistake from your side. I do not work with phones and do not repair phones. But I won’t be blamed for a mistake of some employee. How do I know that the faulty button does not relate to the screen cracking and phone being faulty again. When you gave me a price to fix my phone previously I expected the best service ever as I am dealing with Samsung directly. To my disappointment I had to end up with the worst service ever as indicated in email above. Now to put the cherrie on the cake you don’t want to take responsibility for my phone breaking within the warranty period, instead blaming me(the owner) as a means of getting out of have to fix my phone again. I will not take responsibility for my phone being faulty one month after you fixed it. My phone did not fall, and I did not bump it as imp**** by Unitronics Western Cape Canal Walk. I want my phone fix as it is still under warranty.

I am disgusted with your service and hope this matter will be resolved as soon as possible, or will I have to go through the same process and delays as written above.

Your cooperation in this regard will be highly appreciated. I am looking forward to hear from you.

Regards, Granville Grove