I bought my first Samsung phone in February, an S21 plus. It was a dud. The battery simply didn't hold its charge. I returned it for a replacement as agreed. Nothing happened. I telephoned, and yes, they'd received it, and it would be “processed" in 3 to 5 working days. It wasn't so I suggested that they might like to refund the price instead... No.. Because I couldn't return the freebies which came with it. So I asked they should press on and get the replacement to me. Yes, in 3 to 5 or 8 or some such working days. Still nothing. So I got a bit irritated and said I'd go to the press if they didn't get on with it. That caused them to send me an email asking me to send them the faulty phone! Hang on, I said, you've had in your mits for 3 weeks! Oh they said. Well we didn't have any in stock to replace it... What? Why didn't you tell me that.. No reply. I asked to speak to a manager... None available they said. So I said do try to look for one, please.. Hold on a while, and we'll see what we can do.... So I hung on, and then, whist hanging on, the chap I'd been speaking to sent me an email! to say it will be processed in 3 to 8 working days, which after a full and frank discussion has been reduced to 3 to 5.
Now why can't this giant of a firm be honest, I wonder. It would be so simple to say sorry, we've screwed up.
I'm just waiting for the customer satisfaction survey!
Sent from a borrowed phone..... Of course.
