[Galaxy S III General] Behram:
[March 1 (Friday), 2013]

I phone at 3pm but the operator was not the same one i had talked to in the morning. This one tells me that my galaxy s3 is in Karachi in a TELETEC office!!!

WTH??

He added that the spare parts had arrived and that it would take around 2 days to get my device repaired. Phew! He asks me to call on the 4th (Monday) to confirm my device status.

This operator was also friendly enough to give me the SAMSUNG UAN and advised me to report my problem to them also. (It almost seemed as if this operator knew about the inefficiency of M&P!)

I do not call the UAN since I think i'll wait till Monday before registering any complaints.

[March 4, 2013]

I call and a female operator tells me with a lot of confidence that my set will surely be returned to me this week. She explains that the thing is that there are 16 dead (SDS) devices which are pending from Dec 2012 and therefore they need to be repaired first (priority). Since my s3 is in the Jan 2013 faulty batch, it would therefore have to be repaired in the 2nd shift. I feel sincerely sorry for the poor Dec 2012 s3 users who'd been without their s3 devices for even longer than I've been! Since the reasoning the operator presents sounds fair to me, I decide to hang up and not press my case any further.

[March 7, 2013]

Expecting to be given the good news that my s3 had been repaired and on its way back to Isb, I call but am SHOCKED to hear that my device is still not repaired and that i could "expect" it to be repaired by the 15th of March. I do not know what to say. I am SPEECHLESS. I have never seen such blatant lying and such unprofessionalism in my life! (well, maybe I have; living in pakistan does have its benefits! :P)

The thing is that these operators speak so smoothly and so politely, one is forced to speak back politely, esp if the operator is a female! So I hang up knowing deep down that the operators probably have no say in this delaying business; they're just there to cover up for the company's inefficiencies; damage control.

I decide to call the SAMSUNG UAN. I am told in the beginning of the call that my call is going to be recorded. A female operator answers and he politeness and smooth talking is just amazing. I tell her that I'd like to lodge a complaint and she repeatedly assures me that SAMSUNG values its customers and that SAMSUNG would like to help etc etc etc.

She asks me some details like:

1) where i'm speaking from

2) when I bought the phone

3) whose warranty it's under and till when

4) contact numbers for the Pindi and Lhr branches of M&P

5) my landline and cellphone numbers

5) what excuses the M&P operators had been giving me for the past 2 months

6) whether i'd like a replacement s3

I told her that I'd become sick and tired of this pathetic service (M&P) and was regretting buying a SAMSUNG. I also told her that the repeated dishonesty of M&P had ruined my plans to go to Dubai (since I would delay my trip in the hope that I would go as soon as I got my s3 back). If i had been told right in the beginning that i should not expect my s3 back for at least the next 2 months (and who knows, maybe even more!), I could at least have planned my Dubai vacation accordingly.

The SAMSUNG operator was extremely polite and even said at one point that if she were in my predicament, she too would feel very angry and very disappointed!

She said that 60 days was indeed a long time to be without one's phone and that she would try to find out what the cause of delay was and try to share the info with me.

I told her in the end that I would like to be given a replacement s3 within the next two days! I told her that I could not defer my Dubai plans any further because of M&P's s#!tty service. She said that she would most certainly forward my request to the concerned authorities.

And so the waiting game begins again... :(