Samsung South Africa
NO CUSTOMER SERVICE LEVEL OR TIMELINE

I purchased a Samsung S3 around 20 November 2013. Yesterday, it simply stopped working. We went to MTN our service provider who agreed to swop the phone. There was however important data on the phone which we needed retrieved. My husband was referred to Samsung, had to stand in one queue, fill out a form, then stand in another queue. Then he was advised that data retrieval will cost R280 approx, as we should have backed the phone up! My husband advised that the phone was faulty, Samsung advised that this was not their problem, the service costs that much. Further to this, the entire process had thus far taken an hour and a half. My husband then requested an expected time/ date that he can expect a call confirming a response, staff advised this was not possible. Conslusion: I spend a small fortune on the phone, when it is faulty, we must take time out of our day (3, 5 hours in total) to handle the issue, and then over and above that get charged for something that was not our fault.
Also, when my husband got frustrated at the service, he was treated like a criminal and surrounded my security??? 3.5 HOURS OF OUR TIME!!! The ref is GT19505. Please expedite as I have no phone!

Company: Samsung South Africa
Country: South Africa
City: KZN

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