Collect your phone from Samsung centre

My name is Winnie Walegwa Mwashegwa. I had a bad customer service experience at Makarim Limited, the Samsung Dealers situated at Hilton Arcade, Nairobi.

On November 8, 2011, I took my Samsung E2652W phone to be repaired on warranty. I was given a job card number 659.

I have been going there since then and they keep telling me that the phone has not yet been repaired.

When I visited them in February, they promised that it would be ready by March and that they would give me a call.

But this was not the case. I decided to call them, but got a bad reception from them.

I am worried since the warranty expires on 19 May. Please help me.

— Winnie

Thank you for choosing us to resolve your problem. We are sorry for the bad experience you had with the customer service staff at the shop you went to seek assistance after your phone broke down.

We talked to Samsung about this matter and from the response they gave us, it seems the problem with your phone was an issue of security rather than a delay in repairing it.

Having said this, we still believe that the staff at the service shop should have explained to you what the real issue was rather than make you believe that it was a delay in repairing your handset.

Samsung says that your phone was received at their service centre and booked for repair. After the problem was fixed, the company claims that you were notified through a telephone call.

However, since you went to collect the phone without your booking form (job card), which Samsung says is a mandatory security measure to prove that you are the actual owner of the handset, and given that you did not have any other identification document, they declined to release the phone to you.

The phone is still at the service centre. The company says that you can pick it up from there by presenting your original identity card and a copy in place of the job card.

We wish you the best. Please write to us and let us know if you have managed to get back your phone. We will be glad to offer further assistance where we can.

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Take your employment letters to KR offices

We, George Bege and Lawrence Lwanya, worked at the Kenya Railways Corporation in Kisumu and were retrenched on 31 December, 2006.

On January 2, 2007, we were recalled, alongside other transition employees, and received a lump sum payment, apart from the following:

Payment of 50 per cent of our allowances for the transition period, which was supposed to be added to our net pay as from January 2, 2007.