As a loyal Samsung user I called them 8 months before purchasing my Samsung S3 to find out if they would fix it if the screen cracked. I was informed that they would repair the phone at no cost the first time it cracks because that "gorilla glass" is not supposed to crack. Samsung confirmed that provided the phone is under warranty, the repair would be covered. Now that I have purchased the phone, it has cracked, I contacted Samsung again and they confirmed that there would be no cost for the repair. I have received a phone call to say that it will cost R2604 to repair. I contacted the repair center to find out why and they told me I was misinformed by Samsung and I must collect my broken phone because there's nothing they can do for me. A family has the same phone and took hers for repair which was done at no cost and she was informed that the screen will be repaired at no cost twice in the 2 year warranty period. Why does Samsung policy differ from customer to customer? And why should I have to pay for something that I was repeatedly informed I would not have to pay for? I find this unethical and poor customer service very upsetting. I will be taking the matter further.
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