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Original topic:

Samsung Staff incompetence and pathetic Samsung S20 FE

(Topic created on: 08-28-2021 07:06 PM)
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Leonor
Beginner Level 2
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Galaxy S
I cannot believe how uninformed, unhelpful and uninterested in client-service Samsung staff are! I can also not believe that Samsung has not recalled their S20 FE despite being well aware that it overheats dangerously and can be a safety hazzard!! My daughter's S20 FE is 8 months old. Two months after purchase it began overheating  Now It overheats so badly that she has it permanently in front of a fan while she studies. She needs it for varsity communication with other students for group work as they are all studing from home due to Covid restrictions. She cannot use any of the fancy apps because the phone goes into overheat mode and shuts down. The battery last for less than 4 hours. Last night she had an emergency and could not use the phone because the battery was dead even though she had been charging it for 3 hours. When she approached Samsung before they told her it was software that needed to be upgraded. Rubbish!!! The phone automatically does upgrades. Today in exasperation I got involved. Phoned Samsung in Menlyn at 9:00 to find out how we could get the phone sorted out asap. Henry told me to take it to the Vodashop where it was bought as they were responsible for fixing it or replacing it. Off I went to Vodashop in Woodlands, only to be told they would book it in, send it to Samsung Service Centre for repair and it would take up to 21 working days to get it back! I explained that she needs it for study purposes. After a long discussion, he told me to take it to the Samsung Service Centre at the Grove Shopping Mall which might help faster. Off I went to the Grove Mall. Except the Samsung Service Cdntre is no longer there!! Evdntually a kind soul at Vodacom told me it had moved. Ok, to where?? Um... nobody knew. Five phone calls later we were sent to Menlyn. There was supposedly a huge Samsung Service Centre next to the banking court. So off we drove to Menlyn. Only to discover that no! There is no service centre there. The only Samsung is part of New World. So I went in there. Got there past 14;00 and lo and behold there was Henry slapping elastics into a colleague's arm, who this morning at 9:00 COULD HAVE PROVIDED ME WITH CORRECT INFORMATION and saved me 5 hours of driving around on a wild goose chase! Back to square one, the phone would now take between 7 and 10 days to get back. Because they need to send it to POTCHEFSTROOM!! Really?? Are staff members at all informed about the whereabouts of Samsung Service Centre IN SOUTH AFRICA????? Resigned, I booked in the phone. Stepped out, went into a Pakistani cellphone shop around the corner to ask if they were aware of any S20 FE problems since there are so many complaints on internet. Not only did I receive confirmation, but this gentleman was able to tell me that actually the Samsung Service Centre is in Hatfield at the Hillcrest Centre. He called them.. they were just closing. WHY DID SAMSUNG STAFF AND THE  FRANCHISEES WHO SELL THEIR PRODUCTS  NOT KNOW  THE CORRECT INFORMATION and prevent me having to drive all over Pretoria yo sort this out?? So now I will see the service centre on Monday, hopefully, to fix a phone that is a safety hazzard and SHOULD HAVE BEEN RECALLED long ago. Other companies recall products when they are a safety hazzard. Why does Samsung not recall this product?? Are they waiting for it to blow up in someone's face first?? So, I went back to Samsung to get the phone, except that the guy who had booked it in was now selling another customer a Samsung product. No other Samsung salesperson seemed to have the authority to return my phone so I was rudely told to wait, even though I informed them that I had a family member in hospital and visiting hours was at 15:00. Instead of taking over the sales pitch with the other customer, and letting the guy help me get my phone back, NO, they continued to sit around doing absolutely nothing so he could make his sale and obviously get some sort of commission or I don't know what! Obviously more interested in making new sales than helping existing irate customers. Well, my eldest daughter was about to buy a Samsung laptop and smart TV next week. NOT WITH MY MONEY SHE WON'T. I WILL NEVER BUY ANY SAMSUNG PRODUCT AGAIN! Today's shoddy service was enough to last me a lifetime! And my youngest is still sitting with an overheating safety hazzard on her desk that will take goodness knows how long to get fixed!! And the fact that it is still under warranty and that we have insurance means nothing...repair will still be done at a snail's pace. Up to 21 days, really?? 
2 Comments
Marvelboy
Active Level 3
Galaxy S
Sorry about your experience but Samsung does not care about customer support at all. It's worse than dealing with a government department.
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Tsogo_sam05
Moderator
Moderator
Options
Galaxy S

Hi, Leonor we really apologize for the inconvenience and delay caused, kindly advise if the device is now at the service centre or returned back to you?

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