Review of SAMSUNG ELECTRONICS (PTY) LTD - HEAD OFFICE

To whom it may concern.


I purchased my brand new samsung s7 edge phone on the 06th of January 2017. I bought it from Vodacom shop Westwood mall.. I looked after it in the best way possible. It was only charged with my appropriate charger and for the exact time required. My charger was never used in any other device. My phone was never dropped or mishandled. It is in an absolutely perfect condition. After about 3 weeks it starting restarting on its on own. Thereafter the problem gradually increased.  By April it was freezing almost every five minutes, the battery kept making a buzzing sound as if it was going to blow, the entire phone would get boiling hot and the screen kept making breaking colour. On the 12th of April 2017 I took it in to Samsung service centre (shop 6, The Grove Mall,Lynwood). My husband told the consultant that we want an exchange as it was unacceptable that a brand new phone should give so much of problems.  He laughed it off saying he would send it for repairs and that it just appeared to be a mere software problem.  He also said that within 7 working days it would be repaired and ready for collection. After a week my husband called to find out about the device. We were notified that they were awaiting parts. The next week we called again only to be told for a second time that they were still waiting for parts. We then contacted Voice of the Customer Samsung . Shaun Reddy handled our complaint. He investigated and then told me that my phone was already repaired and thus I could not have an exchange. I was told this in the week something between the 8th -12th May. I accepted this and asked my brother to pick up my phone . On the 15th of May my brother went all the way from jhb to Pretoria to pick up the "repaired" phone . He was told that the phone was not ready as yet because it failed the quality check.  I spoke to Acklas Sakala who told me the same thing.  10 minutes  after my brother left the repair centre, he received a call to say that the phone was now repaired and he should  go back to pick it up which he was unable to do. Thereafter i contacted shaun Reddy again complaining about this inconvenience. He then investigated and sent me an e-mail on the 18th of May stating that the phone was now repaired definitely and thus ready for collection. called Samsung repairs and requested Acklas Sakala to make arrangements to courier my phone to me. He promised me that I would receive my phone on the 19th or 20th or May. This did not happen and I received it on the 22nd of May after much effort of calling continuously to find out more about the details of the delivery. When my phone reached me the screen was absolutely filthy . The screen guard I had now has a bubble and dirt underneath which was not there before. I then switched it on immediately and was horrified to see that it just kept restarting continuously.  It did not even go to my home page and restarted for 20 minutes until it eventually died.. I tried pressing buttons but it just would not stop. The problem i sent my phone in for had escalated instead of being repaired. Thereafter i attempted to charge it with my Samsung s7 edge charger and it would not charge.  Thereafter i tried the charger on another Samsung s7 edge and saw that the charger was working.  I am now at my wits end. I have not had a phone for over 1 and a half months . The services from Samsung repairs was terrible and I went through many inconveniences in this time. All the main parts of my phone have been replaced ( main board, camera, speaker, battery and tape). acklas Sakala expressed disbelief when I told him that the phone was acting up and said that almost every part was replaced. I then forwarded a video (which I have attached in this e-mail) to Acklas Sakala and Shaun Reddy to show them what my phone was doing. I am so frustrated and exhausted and times I was on hold for VOC for an hour.  Hours and hours if my time have been wasted trying to get my due right. My device is worth a lot of money and it should not be giving me so many problems especially since it is brand new. I am absolutely disappointed with the quality of Samsung as I am a loyal customer and I am shocked with what I have been faced with. I am requesting for an exchange for my faulty s7 edge. I do hope Samsung helps me.