12-05-2016 12:00 PM
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  1. larry1014's Avatar
    Where do you go to sign up when it in stock I can't find it? And only good thing is I dropped my phone once and scratched the screen and dents on the metal.
    Galaxy Note7 Information - Best Buy
    09-07-2016 09:13 AM
  2. Serkle K's Avatar

    I wonder when we’ll get any written info on exactly how this will happen, will we be turned away if we we fail to bring back every single item that was in the box? Including box, adapters, charging cable, etc?
    The last rep I spoke with said while you don't have to have the actual box when you do the return/exchange, they still want everything else that came with it, or its a $15 charge per missing item. Yet another reason I hate having to deal with best buy.

    Posted via the Android Central App
    09-07-2016 09:19 AM
  3. Kansatsusha's Avatar
    The last rep I spoke with said while you don't have to have the actual box when you do the return/exchange, they still want everything else that came with it, or its a $15 charge per missing item. Yet another reason I hate having to deal with best buy.

    Posted via the Android Central App
    I see people taking out the charger since those cost more than 15$... lol but wow how different Best Buy handles the returns. I can understand they want everything so they can cover their behind if Samsung say something.
    09-07-2016 09:34 AM
  4. ZyanyaMJ's Avatar
    Although I purchased the phone at BBY, I wanted a loaner interim device per AT&T policy of handling the recall. BBY refused but tried to come up with solutions for me but I was unsatisfied. I spent two hours on the phone at an at&t company store since the manager there refused to assist me. The customer service rep outlined the policy for him but he still maintained that I return to BBY.

    I returned BBY as the customer service rep notated my account to allow them to honor the recall per at&t policy but BBY refused stating again that i only had the options listed on their site without the option of an interim device.

    Yesterday I chatted with at&t customer service online and that rep assured me that I can go to a corporate AT&T store and have my recall exchanged through them. I tried another store and about three hours later, I have a shiny new Galaxy S7 Edge to use while I wait for the new batch of Note7s to ship. When they arrive, I'll just return the loaner device and exchange it for my Note7.

    Although it took some persistence on my part, ultimately your carrier will go to bat for you despite purchasing at BBY. At least with AT&T anyway.

    Good luck to you all!
    gogoplata1980 likes this.
    09-07-2016 10:18 AM
  5. geraldem's Avatar
    Although I purchased the phone at BBY, I wanted a loaner interim device per AT&T policy of handling the recall. BBY refused but tried to come up with solutions for me but I was unsatisfied. I spent two hours on the phone at an at&t company store since the manager there refused to assist me. The customer service rep outlined the policy for him but he still maintained that I return to BBY.

    I returned BBY as the customer service rep notated my account to allow them to honor the recall per at&t policy but BBY refused stating again that i only had the options listed on their site without the option of an interim device.

    Yesterday I chatted with at&t customer service online and that rep assured me that I can go to a corporate AT&T store and have my recall exchanged through them. I tried another store and about three hours later, I have a shiny new Galaxy S7 Edge to use while I wait for the new batch of Note7s to ship. When they arrive, I'll just return the loaner device and exchange it for my Note7.

    Although it took some persistence on my part, ultimately your carrier will go to bat for you despite purchasing at BBY. At least with AT&T anyway.

    Good luck to you all!
    Did they note your account so you had no issue when you visited the store? I tried this and was unsuccessful.
    09-07-2016 10:23 AM
  6. ZyanyaMJ's Avatar
    Did they note your account so you had no issue when you visited the store? I tried this and was unsuccessful.
    They may have but a call was made by the customer service rep to the company store so they were aware of my situation. It did require several transactions but they (AT&T company store) were patient and willing to help me out. It seems some stores are better informed than others on handling this situation. You may want to try another store. They processed my exchange as a "return without receipt."
    09-07-2016 01:22 PM
  7. jsgiv's Avatar
    Did they note your account so you had no issue when you visited the store? I tried this and was unsuccessful.
    Interesting - did you go to an ATT *corporate* store or just an ATT reseller???

    There's a difference... ATT corporate did the same for me previously - no questions asked and didn't need the BBY paperwork at all.
    09-07-2016 01:34 PM
  8. ZyanyaMJ's Avatar
    Interesting - did you go to an ATT *corporate* store or just an ATT reseller???

    There's a difference... ATT corporate did the same for me previously - no questions asked and didn't need the BBY paperwork at all.
    Even some corporate stores are not complying. I had to go to a second corporate store as the first one was unwilling to assist me. FYI.
    09-07-2016 01:36 PM
  9. ctk4949's Avatar
    Samsung it would be a great time to release the unlocked Note7!! I dont want the verizon crapware on MY phone!!
    Serkle K and Killahhops like this.
    09-07-2016 02:28 PM
  10. lunchbox88's Avatar
    Although I purchased the phone at BBY, I wanted a loaner interim device per AT&T policy of handling the recall. BBY refused but tried to come up with solutions for me but I was unsatisfied. I spent two hours on the phone at an at&t company store since the manager there refused to assist me. The customer service rep outlined the policy for him but he still maintained that I return to BBY.

    I returned BBY as the customer service rep notated my account to allow them to honor the recall per at&t policy but BBY refused stating again that i only had the options listed on their site without the option of an interim device.

    Yesterday I chatted with at&t customer service online and that rep assured me that I can go to a corporate AT&T store and have my recall exchanged through them. I tried another store and about three hours later, I have a shiny new Galaxy S7 Edge to use while I wait for the new batch of Note7s to ship. When they arrive, I'll just return the loaner device and exchange it for my Note7.

    Although it took some persistence on my part, ultimately your carrier will go to bat for you despite purchasing at BBY. At least with AT&T anyway.

    Good luck to you all!
    This was the exact opposite of my experience. The ATT corporate store I went to said they couldn't do anything for me because I bought it at BBY. I called customer care, and was told that I could do the return at the corporate store. Went back in, told them what customer care said, they treated me like garbage, called customer care themselves (to "tell them to stop giving out bad information"). Customer care told them that I had to return to BBY. The store then told me that "no one was forcing" me to be a customer. Absolute worst customer service experience I've ever had. No one knew what was going on; not the store (who was extremely rude about it), and not customer care (although they were nice about it).

    Went to BBY. They processed the return, gave me an S7 Edge as an interim device, and worked really hard to make sure I left happy. It was the salesperson's first time processing one of these returns, and she really went above and beyond in my opinion.

    We'll be leaving ATT after this. I have 14 days to return this S7E, and VZW will give us credit for my wife's iPhone 6s. I want the Note 7, and my wife wants the iPhone 7, so I just have to figure out timing.
    09-07-2016 04:29 PM
  11. ZyanyaMJ's Avatar
    This was the exact opposite of my experience. The ATT corporate store I went to said they couldn't do anything for me because I bought it at BBY. I called customer care, and was told that I could do the return at the corporate store. Went back in, told them what customer care said, they treated me like garbage, called customer care themselves (to "tell them to stop giving out bad information"). Customer care told them that I had to return to BBY. The store then told me that "no one was forcing" me to be a customer. Absolute worst customer service experience I've ever had. No one knew what was going on; not the store (who was extremely rude about it), and not customer care (although they were nice about it).

    Went to BBY. They processed the return, gave me an S7 Edge as an interim device, and worked really hard to make sure I left happy. It was the salesperson's first time processing one of these returns, and she really went above and beyond in my opinion.

    We'll be leaving ATT after this. I have 14 days to return this S7E, and VZW will give us credit for my wife's iPhone 6s. I want the Note 7, and my wife wants the iPhone 7, so I just have to figure out timing.
    Some stores were rude about it like I said. Hopefully BBY actually gives you the 14 day window because I was told you don't get to reverse the upgrade once you swap the note 7 for another Samsung galaxy device. That's why i refused to complete the transaction at BBY and went to as many ATT stores necessary to resolve the issue. I still think in the end that ATT took care of me even though I had to do a lot of the work myself. I know Verizon is probably the least generous when it comes to customer service of the big four carriers. Just mull over your decision wisely. If you were going to switch carriers, why didn't you just do a full refund? No judgment, just curious...
    09-07-2016 06:08 PM
  12. Kansatsusha's Avatar
    In the end you will get a few bad egg Best Buy and Mobile Network Stores, where you might get lucky to have that good store near you.
    09-07-2016 06:47 PM
  13. sharingunneji's Avatar
    Just had a rather pleasant experience with Best Buy regarding this(picking up the phone was not so much). Got a full refund and only traded in my phone. Got to keep all accessories - Never asked for them.
    09-07-2016 06:58 PM
  14. Shawn0813's Avatar
    Just had a rather pleasant experience with Best Buy regarding this(picking up the phone was not so much). Got a full refund and only traded in my phone. Got to keep all accessories - Never asked for them.
    I'm glad someone has. Every time I have asked for a refund I get told no. I am still within my 14 days so I have no clue what the issue is.
    09-07-2016 07:05 PM
  15. clerk's Avatar
    Really annoying that this confusion is still going on. Both Samsung and att have confirmed that third party purchase exchanges can and should be handled by the carrier. Yet the corporate stores are not complying. How is this possible? I bought at target and have been told to deal with att. My blood is already boiling just thinking about how awful this is going to be.
    09-07-2016 07:11 PM
  16. sqa4life's Avatar
    I bought my AT&T N7 from BB on the launch day and got a free fit2. I chat with AT&T rep today and asked if I can bring my phone to AT&T corporate store and return it due to the recall. I printed out the chat script where the rep said, "Yes, you can bring the phone to AT&T corporate store and return ịt"; brought the phone to AT&T store and returned. AT&T store took my N7, reverted my account back and I keep the fit2 :-) She didn't even ask for a receipt.

    I think I'll try out the IP7+ for 2 weeks, if I don't like it, I'll go back to the N7. I only use the Spen on the N7 to capture the screen (rarely), but I take a lot of pictures of my kids. Will see if I can handle the boring iOS in trade for the camera.
    09-07-2016 11:23 PM
  17. toy4x's Avatar
    I'm thinking of switching to the ip7+ as well. This has been crazy couple if weeks. Even though I love the phone, the FAA rumor, watching and monitoring the phone, I'm even kind if nervous putting it in my front pocket.... Makes me think of switching.
    09-07-2016 11:27 PM
  18. jfenton's Avatar
    I went to return my Note 7 to Best Buy....no problems had I followed through. When we got it on a Sprint 24 month installment plan we received a $20 per month Loyalty Rewards credit on our legacy plan. I was going to go back to a Note 5 which is what I had before....except the loyalty credit is only $10 a month for that one, so a o year old phone would now cost me $120 a year more! Contacted Sprint and they would not match the BestBuy Loyalty Rewards Credit. Makes zero sense to pay more money for an older phone.
    09-08-2016 06:19 AM
  19. cardboard60's Avatar
    Wasn't it announced the new notes will be out like next Wednesday.
    09-08-2016 08:22 AM
  20. Serkle K's Avatar
    Wasn't it announced the new notes will be out like next Wednesday.
    AFAIK, there has been no official announcement or hard target date for the new devices. Everything in print so far just says "Early Next Week."
    09-08-2016 08:33 AM
  21. seventeenseconds's Avatar
    I know this is a massive recall, but pretty disappointed with how Best Buy is handling the communication of it. Pretty much just "Go here, put in your email address and wait for us to contact you." We should have received something by now even if it's just a confirmation that they received our request. Give us some reassurance that you're on top of the situation as best you can be even if it's just feel good messaging. In a situation like this the absolute worst thing you can do is no or little communication -- that's what will kill loyalty to your image and brand more than anything else. Things happen, we get it, but how you handle it makes all the difference in the world!

    We need to know:

    1. What's a reasonable expectation of when devices should start arriving.
    2. How device exchanges will be handled. Is it first come first serve chaos?
    3. Is it my responsibility to call everyday to find out if my replacement is available?
    09-08-2016 09:12 AM
  22. Kansatsusha's Avatar
    They can come as early as next week as they say but dont expect them to have enough stock to change out everyone in one day. As they make more by the day they have to spread it out to everyone. The thing I read and heard was as early as next week, the end of the month, and unknown O_O".

    ...imo Mobile Carrier store might be chaos and retail store might or might not depending on location but it all can change if they set something up.

    If those email notification don't tell you anything, I would assume that you have to find out yourself if it available.
    09-08-2016 10:00 AM
  23. michnow's Avatar
    Bought my Note 7 at Best Buy. Went to an ATT corp store to get a loaner. They refused and told me I had to go to Best Buy. Great, I go to Best Buy and was told that only 35 out of millions had a problem (true) and that if there was a problem, it would only result in a screen that would not work (not so true)

    She basically told me that if I was paranoid I could get a refund, but they were out of stock on replacements and that I could not get a loaner. My only option was to get a refund and go to AT&T to buy/borrow a loaner until the replacements come.

    I didn't want to go without a phone, so I am going to wait until they get new Note 7's in stock. Not too worried about my phone blowing up, but next time I won't buy from BB.
    09-08-2016 06:37 PM
  24. cardboard60's Avatar
    Bought my Note 7 at Best Buy. Went to an ATT corp store to get a loaner. They refused and told me I had to go to Best Buy. Great, I go to Best Buy and was told that only 35 out of millions had a problem (true) and that if there was a problem, it would only result in a screen that would not work (not so true)

    She basically told me that if I was paranoid I could get a refund, but they were out of stock on replacements and that I could not get a loaner. My only option was to get a refund and go to AT&T to buy/borrow a loaner until the replacements come.

    I didn't want to go without a phone, so I am going to wait until they get new Note 7's in stock. Not too worried about my phone blowing up, but next time I won't buy from BB.
    I don't think anybody should of got a loner phone.
    And this is the carriers problem and Samsung..
    Not Best Buys

    And even the carrier shouldn't provide a loaner phone.
    mmsean likes this.
    09-08-2016 07:06 PM
  25. LdotAdot13's Avatar
    I don't think anybody should of got a loner phone.
    And this is the carriers problem and Samsung..
    Not Best Buys

    And even the carrier shouldn't provide a loaner phone.
    I agree it's not Best Buys "problem" but if you're paying your monthly phone bill and do not have a properly functioning phone, what's the sense? When you take your car to be serviced they give you a loaner. Why wouldn't the carrier want to keep their customers happy?
    09-08-2016 07:12 PM
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