Samsung Electronics South Africa — Local services in Gauteng

Title: Poor Customer Support from Samsung South Africa Over Defective Galaxy S22 Ultra

I have been a loyal Samsung customer for over 10 years, but my recent experience with Samsung South Africa has left me extremely disappointed. I purchased a Galaxy S22 Ultra 30 months ago, and after a recent software update, I encountered a screen bleeding issue. Upon researching online, I found over 1,000 other users globally with the exact same problem, and even an article from SamMobile confirming the issue.

Despite my phone being out of warranty, I have seen that Samsung in other countries has offered repairs for the same problem, but Samsung South Africa has refused to assist me. After escalating the matter several times, I was simply told to "get my legal team involved." The customer service representative I spoke with was unaware of the issue and showed no initiative to help or even investigate the matter properly.

Samsung seems to be hiding behind warranty terms without acknowledging a manufacturing defect potentially triggered by the software update. This lack of accountability and customer care is completely unacceptable.

I urge Samsung South Africa to take responsibility for this issue and provide a resolution, as they have done for other customers in different countries.Title: Poor Customer Support from Samsung South Africa Over Defective Galaxy S22 Ultra

I have been a loyal Samsung customer for over 10 years, but my recent experience with Samsung South Africa has left me extremely disappointed. I purchased a Galaxy S22 Ultra 30 months ago, and after a recent software update, I encountered a screen bleeding issue. Upon researching online, I found over 1,000 other users globally with the exact same problem, and even an article from SamMobile confirming the issue.

Despite my phone being out of warranty, I have seen that Samsung in other countries has offered repairs for the same problem, but Samsung South Africa has refused to assist me. After escalating the matter several times, I was simply told to "get my legal team involved." The customer service representative I spoke with was unaware of the issue and showed no initiative to help or even investigate the matter properly.

Samsung seems to be hiding behind warranty terms without acknowledging a manufacturing defect potentially triggered by the software update. This lack of accountability and customer care is completely unacceptable.

I urge Samsung South Africa to take responsibility for this issue and provide a resolution, as they have done for other customers in...

My Samsung 55" TV was purchased mid-November last year, 2021. In June, 7 months later, the remote and the TV weren't communicating.

(No one would believe me that it was the remote. I'm a woman, what do women know?)

Hirsch's took up the matter with Samsung. It took Samsung 2 and a half weeks to get to me. The serviceman, Armand, told me that nothing was wrong. He implied I didn't know how to use the remote by saying it was not user friendly and that I should find the old remote from my previous TV and use that one rather.

The problem persisted and I reported it again this time directly to Samsung. They referred me to another agent and the service was faster, within the week.

The person at Samsung who took my call said he'd stay in touch until the matter was resolved. He hasn't.

On Monday this week, the "new" service people arrived with a part which they were going to replace. They hadn't inspected the TV yet! When queried, he said they were going according to my description of the situation. Fortunately for me, while he had the remote in his hand, it started to do weird things to the TV.  Concensus changed and the remote was assigned as the reason for the problem. He said one would be ordered for me to be delivered in a day or two.

Then the Admin of this agency told me by Whatsapp that I'd have to pay R900 odd for it!  And disappeared off the scene. I had to follow up yesterday to ask where it was.  Oh, do you want it was the gist of the reply!

"[08/17, 14:09] Allison: Good day. What news do you have for me regarding the remote ordered for me? Please advise."

"[08/17, 16:54] DTV ADMIN, Samsung.: Good day Alison, I advised you of the remote Price, Please be advise that if you would like to proceed with the purchase - We do have one remote in stock, alternatively it will need to be ordered."

Note the last sentence.  Do you they have one or don't they?

This person is Nikitta and there is an earlier incident, on Monday 15 August, with the quality of his/her communication with me around the time of the appointment made with me by his/her counterpart on Saturday. It was noncommittal, impersonal and I couldn't get a straight answer. I have asked for this person's senior's contact details and I'll take up the matter with them.

Regards Mrs...

Hi,

I would just like to query why I my one Ahd claim was used on my Samsung S6.

My phone was booked in to the Smart Lab by the Waterfront because it was not fast charging or connecting via USB to my pc, it was normal charging tho.

My phone was booked in and colleded with no mention of the screen that had to be replaced. The first time i was aware that my screen was replaced was when i received an email to say that an adh claim had been processed. I have queried why my one claim was used but all I could get out of Smart Lab was that there was water damage on the screen and that was why it wasn't fast charging. My screen was in perfect working condition and has never given me any issues. Please bare in mind that the phone is barley 2 months old, has never had any water close to it. I don't even take my phone to the bathroom as I know humidity can also cause issues.  According the me the charging pcb is a separate unit that sits under the screen. I have another S6 that had the same issue and all they did was upgrade the firmware.

I am very unhappy with the service I have received from Smart Lab. Both of my phones have some back with scratches from the tool they use to open the phone The only person the allow me to talk to is the manager(Nathan) who is the person that replaced my screen. He has not been helpful at all and it feels like it's my word against his.

My wife and I are avid supporters with most of our household electronics being Samsung. Fridge, washing machine, 2x tvs, vacuum, 2xSamsung and many more before these current items. All I would like is to find out how I can resolve the incorrect screen claim and what can be done about all the scratches on the phones.

Please note. I love the brand and give it a 5 star rating. I would just like my issue...