I took my phone (GT-I9300) in to the so-called "Smart Care Centre" in Weltevreden on Monday morning, 21-10-2013.
I subsequently called on Wednesday afternoon, 23-10-2013 to get some feedback. The person I spoke to waffled on about what needs to happen if parts need to be ordered, etc. She simply DID NOT answer my question. I had requested some feedback on what was happening with my phone, and what the turnaround time is for me to receive some feedback as to what's happening with my phone. Instead of the feedback, I received waffle, and was eventually told that I should have feedback 2-3 working days from when I took my phone in. Wenesday was already day 2.
I then called again on Friday afternoon - 4 days had already passed. The lady I spoke to (unfortunately, I did not take her name), said she's get some feedback and call back by 17h30 that afternoon.
It is now Monday, 28-10-2013, 09h56, and guess what? I'm STILL waiting for feedback and the number 011-6757715 is permanently engaged!
Clearly your staff need training, need to be checked in terms of follow-through, and your processes need to be revisited
Where is the customer service?? Don't make me regret buying Samsung!
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