[Galaxy S II General] AdzUK:
I've just randomly found this thread through google, I've been searching for peoples experiences with Anovo.

To try and cut a long story short - My Note II (5 months old - very well looked after) randomly died one day when left on charge overnight. I rang Samsung, they advised me to take it in to local repair centre which I did in person. They checked phone and said mainboard needs replacing (common fault with Note 2 and S3s) they couldn't do repair there so needed to send it to Anovo. They wouldn't offer me a temporary phone so I just left it with them and was told it should be done in around 7 days. Fast fwd 7 days, I ring them and the phone is still sat with them waiting to be collected by courier to go to Anovo, in other words NOTHING has been done. I ring Samsung up and express my dissatisfaction, in short they say sorry we can't do anything, just wait. I wait another 7 days and ring the repair centre, no sign of my phone. By this point I am angry because I do not have a spare phone, and they seem to be taking their sweet time doing anything whereas I required this fixing as a matter of urgency hence why I took it to the repair ctr myself in person. I try ringing them, emailing them, requesting call backs, I've constantly been fobbed off and never received any of the call backs. Their customer service dept is a complete JOKE, especially Jordan there who I spoke to twice. I am sure it is an office of around 10 people. They can never do anything so their very purpose is a complete mystery to me, if you try to speak to a manager you will be told they do not take calls, and you will be repeatedly told that CS is the highest point of contact and 'sorry we can't do anything'.

On day 20, I receive a message on my tablet that my phone is repaired and available for collection. AT LAST!!! I go to collect it and find it has indeed been repaired, but now has A DENT on the side of it. I refuse to accept it back in that condition, thankfully I noticed the dent whilst I was still in the repair centre because had I left the store and brought it back later, they may have tried to pin it on me. Anyway, they have to book it in to Anovo once again because this repair ctr claim that Anovo did it, so I am now back to square one. I ring Samsung again several times trying to get someone to sort this out, no one can do anything I've been told and I am now told it can take up to 28 days, the previous 20 days I've been waiting count for nothing. Jordan had the cheek to say 'we don't normally repair physical damage anyway' as though I should be grateful they are repairing a phone that they themselves damaged. She is an utter utter tool.

I have complained via email, complained in writing, spoken to whoever I can speak too, and got nowhere. I have been fobbed off everytime. I am now on day 25 and have no idea when I will get my phone back. I actually ended up buying a cheap-ish spare phone to use for the time being. To say I am furious at Samsung is an understatement. I was even given the email for Mr Stanford who I've been told is Samsung Mobile CEO UK by someone on another forum, I emailed him last week and still no reply. They are an absolute disgrace.

One small bit of hope though - today I receive a call from a private number from someone at Samsung asking me for an update on whats been going on and if it has been resolved as it had now been escalated and they are looking into why it's taken so long, and possibly some sort of compensation. I explained the situation in full and made it absolutely clear how useless and pointless their CS department is. I've been told I will be contacted within 24 hours with a resolution, but I'm not holding my breath.

I do not intend to let this drop. I will continue to fight them all the way and if that means I have to take this further to give Samsung some bad publicity, I will do just that. You really have to deal directly with their CS team or email them (replies take a week) to get some understanding of how bad they are, it is BY FAR the worst company I have ever dealt with.