My mobile phone saga – first reported upon here – has finally, belatedly and perhaps even happily come to end.
I can laugh about it now but at the time these somewhat crazed events unfolded, humour was hard to find.
So my very expensive, very big Samsung phone went of to be fixed, being returned to me on schedule a week later … with the same fault.
So off my very expensive, very big Samsung went again to Sydney … to be assessed.
At this point, I was demanding a full refund or a new phone.
Over the course of a week, I spoke to many Samsung employees.
I suspect they were speaking to me from various different parts of the globe.
I didn’t ask.
All of them sympathised with my plight.
Several were plainly embarrassed.
A couple frankly suggested I take the matter to a third party, such as Consumer Affairs.
The Samsung employee who runs the company’s social media in Australia, including its Facebook page, suggested to me by email they were prepared to offer a free repair job on my phone.
My very expensive, very big Samsung phone THAT WAS STILL UNDER WARRANTY!
What was plain during all this was that while all the Samsung people with whom I spoke were sympathetic and quite happy to roll out multiple apologies, not a single one of them was able to do a thing to help me in any meaningful way.
Finally, my phone found its way to a Samsung department known as VOC.
It was with some disgust but no surprise that I learned that VOC is an acronym that stands for “Voice Of The Customer”.
How’s that for Orwellian?
Finally my case ended up on the desk of a bloke named Benn, who was first Samsung employee able to, um, expedite matters.
He was a good operator and will also be the last Samsung employee with whom I ever have to deal.
Even then, I was required to provide proof of purchase (I refused, saying the Highpoint shop could do that even if it added a couple of days to settlement) and also fill out forms and email them to Benn.
Finally, today, a bank cheque for the full refund amount arrived in the mail.
In the meantime, several weeks before this denouement, I had given up and bought a brand new phone.
It’s a Motorola – not as slick or sophisticated as its predecessor, but it does everything I need.
Best part – it cost $270!
So thanks to Rosemary for a great tip!