A robbery at one of Samsung’s service partners in Woodmead, Johannesburg on Thursday, 14 August 2014, resulted in devices sent in for repair by customers being stolen.
According to affected customers, the service partner in question was All Electronics.
“Samsung Electronics South Africa is aware of a security breach which recently took place at a service partner’s facility in Woodmead and deeply regrets this incident,” Richard Chetty, service director of Samsung Electronics South Africa told MyBroadband in a statement.
“The store owner is working closely with law enforcement to provide assistance and insight into this matter. The authorities are currently investigating the incident and our service partner is liaising with the police in the investigation,” Chetty said.
While Samsung did not wish to disclose details about the incident, customers have complained to MyBroadband, and elsewhere online, that the theft included devices sent in for repair.
This has left many people without their laptops or phones, and many of them have complained that they have received no indication from Samsung as to whether their stolen items will be replaced.
One complainant on Hello Peter said that a week after the incident (21 August) they had still received no word from Samsung.
Asked whether customers whose devices were stolen will be compensated, Samsung said it was unable to comment further because there was still an active criminal investigation taking place.
“However, we are working closely with our service partner to ensure that this incident does not have a negative impact on overall customer satisfaction,” said Chetty.
Samsung went on to encourage consumers to contact its customer care line on 0860–726–7864 should they have any questions or concerns.