My Samsung S3 died without warning on the 2nd of January 2014. I took it in for repairs, and eventually Samsung let me know that the repair would take too long so they would arrange for my phone to be swopped out to avoid any inconvenience. That was on the 8th. On the 13th I had still heard nothing so I spoke to their call centre. Apparently the swop-out takes 2-3 weeks to process due to approval that is required!!!
I complained on their facebook page yesterday and invited a manager to call me to discuss it. Someone from their call centre (not a manager) called me back in the afternoon to confirm that the turnaround time is 2-3 weeks and stated that it is out of their control. I requested that a manager call me from their head office.
I noticed this morning that my compliant post has been deleted from their facebook page and I am still waiting for anyone in management to call me back. I have no loan phone, no repaired phone, and am still awaiting a swop-out. In today's connected world this is an extremely poor showing by what is often regarded as the world's foremost consumer product company. Pity, as I genuinely enjoy their products have many of them around my office and home.
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