12-05-2016 12:00 PM
1,485 ... 56789 ...
tools
  1. Kansatsusha's Avatar
    While I used to work for best buy in the past here my input. Best Buy Mobile is technically is a store within a store so they follow a few policies differently... and depending on a few employees ... they are ***** sometimes... "dont add the restocking if the the system dont.... you dont get commission anyway so why care...." but other than that some best buy store I could understand the first day about the recall but second and so on they should have email or news notifications about the recall to every employees if they bother to even read it -_-" "lazy workers that only do the minimum".

    The only reason I can see why they dont offer the loaner phone is ether they didnt have enough designated for these issues... or didnt want to deal with the fact they have to force to "open box" or try to force samsung to take all the loaner phones that was giving to the customers because it could no long be sold anymore. So they only offer the simple result and exchanges on their website...
    09-04-2016 07:09 AM
  2. vferrari's Avatar
    Yes, facts are good. But only if they're true.

    Right now (2016-09-04 1104UTC) there is no CPSC recall, hence no "federal violation".
    https://9to5google.com/2016/09/03/co...note-7-recall/
    Yeah, I read that article also and thought the same thing about the "federal violation" post. Sounds good though.
    09-04-2016 07:11 AM
  3. TylerLV76's Avatar
    Yes, facts are good. But only if they're true.

    Right now (2016-09-04 1104UTC) there is no CPSC recall, hence no "federal violation".
    https://9to5google.com/2016/09/03/co...note-7-recall/
    Even under voluntary recalls the CPSC has set forth guideline proposals of how businesses are to handle them. Now maybe its not a true violation as far as a government involved recall but it is still a against CPSC proposals.

    Voluntary Remedial Actions and Guidelines for Voluntary Recall Notices, Notice of Proposed Rulemaking | CPSC.gov
    09-04-2016 08:15 AM
  4. cardboard60's Avatar
    Att store cant replace a phone purchased at Bestbuy. I had great help at ATT store, they were fantastic and a pleasure to deal with but their system knows the phone is from elsewhere and won't allow exchange.

    We have 2 from the BB BOGO deal, one has a small crack near vokume rocker (heat) and best buy won't touch it. Really? Samsung says it don't matter what condition it is in so why should BB care, its going back to Samsung anyways (OR IS IT REALY GOING BACK?). If you guys can I would return the BB purchases and run to ATT store. BB is horrible customer service and handle this event like rookies. The only reason I purchased from best buy on the 21st is
    they had 2 coral blue local., big mistake on my part over a dang color.

    Hopefully the cracked phone don't catch fire after best buy refused to take a recalled defective phone
    I got a S7 Edge from Best Buy.

    A few months later I was having a problem with it.
    I called At&T tech support on the phone.
    They went threw a few things with me.
    Said we are sending you another S7Edge.
    You have time to transfer everything from your old phone to your new phone.
    Put the OLd phone in the box with the label and send it back to us.
    Might be a good idea to put some insurance on the old phone.
    When we get the old phone back, We will credit your account

    So what you said is if you buy a At&t phone at Best Buy , A At&t can't help you with the phone.
    That is incorrect.
    It was a At&t phone and they will help you.
    09-04-2016 08:22 AM
  5. cardboard60's Avatar
    Even under voluntary recalls the CPSC has set forth guideline proposals of how businesses are to handle them. Now maybe its not a true violation as far as a government involved recall but it is still a against CPSC proposals.

    Voluntary Remedial Actions and Guidelines for Voluntary Recall Notices, Notice of Proposed Rulemaking | CPSC.gov
    Would you think a Company in Korea will read this that the United States Government put out.
    The U.S. government has put out stuff like this forever.
    And I have never read it. Nor will I ever read it.

    Maybe the only person that would will be an attorney.
    09-04-2016 08:24 AM
  6. TylerLV76's Avatar
    Would you think a Company in Korea will read this that the United States Government put out.
    The U.S. government has put out stuff like this forever.
    And I have never read it. Nor will I ever read it.

    Maybe the only person that would will be an attorney.
    It appears that because they didnt read it, thats why we are in the mess to begin with. They allowed each retailer to create their own variation of guidlines when it comes to handling the recall and its allowed choas and confusion. The consumer is the one who gets to deal with the disaster now because places like best buy are using their own interpretation of how a recall should be handled and what they are going to do to assist customers, its worse than necessary.

    The first place that is to blame is Samsung for not handling the recall directly. It would have been much easier but they passed the buck. Then the retailers decided to make up their own rules to take as little financial responsibility as possible. Even individual stores arent following their own corporate policies at this point. The only people dealing with the disaster though is consumers. If the Stores dont get on board and do what needs to be done this will turn into a government backed recall and the exchanges will come to a halt. It will take forever to get a replacement.
    09-04-2016 08:30 AM
  7. jsgiv's Avatar
    bestbuy has officially outlined their program.

    Galaxy Note7 Information - Best Buy
    This is the issue - stores are not following what BB corporate has posted.
    TylerLV76 likes this.
    09-04-2016 08:35 AM
  8. TylerLV76's Avatar
    This is the issue - stores are not following what BB corporate has posted.
    That and they are doing the bare minimum to assist customers by forcing them to keep another version or to have no phone at all.
    09-04-2016 08:37 AM
  9. cardboard60's Avatar
    It appears that because they didnt read it, thats why we are in the mess to begin with. They allowed each retailer to create their own variation of guidlines when it comes to handling the recall and its allowed choas and confusion. The consumer is the one who gets to deal with the disaster now because places like best buy are using their own interpretation of how a recall should be handled and what they are going to do to assist customers, its worse than necessary.

    The first place that is to blame is Samsung for not handling the recall directly. It would have been much easier but they passed the buck. Then the retailers decided to make up their own rules to take as little financial responsibility as possible. Even individual stores arent following their own corporate policies at this point. The only people dealing with the disaster though is consumers. If the Stores dont get on board and do what needs to be done this will turn into a government backed recall and the exchanges will come to a halt. It will take forever to get a replacement.
    These same problems if you keep up with the news, Has happened on Airplanes and all.
    The problem is the lithium batteries and how they operate.
    They are great batteries. But then can be dangerous.
    You are gonna see more battery problems in the future till they understand more about Lithium batteries.

    Click on this link

    Forbes Welcome




    Samsung has made a Statement that they will replace any phone.
    It just seem that its not in everybody timeline.
    https://news.samsung.com/global/stat...n-galaxy-note7
    09-04-2016 08:41 AM
  10. TylerLV76's Avatar
    These same problems if you keep up with the news, Has happened on Airplanes and all.
    The problem is the lithium batteries and how they operate.
    They are great batteries. But then can be dangerous.
    You are gonna see more battery problems in the future till they understand more about Lithium batteries.

    Forbes Welcome




    Samsung has made a Statement that they will replace any phone.
    It just seem that its not in everybody timeline.
    https://news.samsung.com/global/stat...n-galaxy-note7
    Agreed. Whats really absurd is samsungs own site says they will do the replacement but when you call in to have it done they turn you to the carrier and retailers. Even they arent following their own policy. Its a $#@% show if you ask me
    09-04-2016 08:43 AM
  11. cardboard60's Avatar
    That and they are doing the bare minimum to assist customers by forcing them to keep another version or to have no phone at all.
    I do not believe anybody is going to give you a loaner phone for free because you have a problem with the product you have.

    If you had INsurance, they might have a clause in their policies. But I wouldn't bank on it.
    Another reason to keep the newest Old phone you have when you get a new phone..
    dcooper830 likes this.
    09-04-2016 08:44 AM
  12. Petrichor61's Avatar
    I returned today no problem. Brought back the phone and free gift. No restocking fee.
    According to the Bestbuy.com rep I spoke with the free gift was yours to keep. Have the store call Bestbuy.com to confirm. He read directly from their internal messages.
    09-04-2016 08:45 AM
  13. TylerLV76's Avatar
    I do not believe anybody is going to give you a loaner phone for free because you have a problem with the product you have.

    If you had INsurance, they might have a clause in their policies. But I wouldn't bank on it.
    Another reason to keep the newest Old phone you have when you get a new phone..
    At&t is doing just that, giving loaners that can be returned for a new Note 7 unless you damage the loaner.
    09-04-2016 08:45 AM
  14. totaled's Avatar
    I got a S7 Edge from Best Buy.

    A few months later I was having a problem with it.
    I called At&T tech support on the phone.
    They went threw a few things with me.
    Said we are sending you another S7Edge.
    You have time to transfer everything from your old phone to your new phone.
    Put the OLd phone in the box with the label and send it back to us.
    Might be a good idea to put some insurance on the old phone.
    When we get the old phone back, We will credit your account

    So what you said is if you buy a At&t phone at Best Buy , A At&t can't help you with the phone.
    That is incorrect.
    It was a At&t phone and they will help you.
    I think he meant walking into a physical AT&T store and having it exchanged --- I know for a fact that my local AT&T company store will not exchange a phone purchased at any other retailer.. I too have had phones purchased from Best Buy fail and upon calling AT&T support just as you did, they sent me a new/refurb.
    09-04-2016 08:46 AM
  15. Petrichor61's Avatar
    According to Bestbuy.com the loaner phone is actually a swap. They will refund the difference in cost. Again, the free gifts are supposed yo be ours to keep.
    09-04-2016 08:51 AM
  16. cardboard60's Avatar
    I think he meant walking into a physical AT&T store and having it exchanged --- I know for a fact that my local AT&T company store will not exchange a phone purchased at any other retailer.. I too have had phones purchased from Best Buy fail and upon calling AT&T support just as you did, they sent me a new/refurb.

    Sorry !
    I walked into a At&t corporate store.
    They gave me a business card with a phone number .
    Told me to call the phone number and they would take care of me directly.
    That is how they tole me it is handled.
    The people I called with At&t said if the phone had been dropped. I would be charged for another phone also.

    So it don't look like if you dropped your phone that you will be covered.
    These phones regardless what they are made out of are not made to be dropped.
    I've got countless friends that has dropped Apple phones & other phones in front of me.
    It hit the concrete and all.
    Broke the screen.
    I said, Man Please you got butter on your fingers..
    09-04-2016 08:52 AM
  17. totaled's Avatar

    I've got countless friends that has dropped Apple phones & other phones in front of me.
    It hit the concrete and all.
    Broke the screen.
    I said, Man Please you got butter on your fingers..
    I know what you mean --- my wife dropped her 3 week old iphone 6s and the screen shattered..
    09-04-2016 08:56 AM
  18. jsgiv's Avatar
    It appears that because they didnt read it, thats why we are in the mess to begin with. They allowed each retailer to create their own variation of guidlines when it comes to handling the recall and its allowed choas and confusion. The consumer is the one who gets to deal with the disaster now because places like best buy are using their own interpretation of how a recall should be handled and what they are going to do to assist customers, its worse than necessary.

    The first place that is to blame is Samsung for not handling the recall directly. It would have been much easier but they passed the buck. Then the retailers decided to make up their own rules to take as little financial responsibility as possible. Even individual stores arent following their own corporate policies at this point. The only people dealing with the disaster though is consumers. If the Stores dont get on board and do what needs to be done this will turn into a government backed recall and the exchanges will come to a halt. It will take forever to get a replacement.
    Agreed Samsung shares the majority of the blame as it is very obvious that they didn't work with the US retailers to establish a consistent exchange process and have it ready to release to the public.

    I got the run around for 2 days because no one knew what to do and ... they were all passing the buck to the next.

    However - I also believe this is a much larger problem than what is being publicized and I seriously doubt any of the (35 out of X) numbers being reported. I know of at least one local report in the US not included in these statistics - and I think it was only a matter of (very short) time where batteries began exploding more often. I think this is why Samsung pulled the trigger so quickly - they had no choice and they had to act quickly before someone was seriously hurt.

    That being said - retailers should be doing everything they can to get these devices out of customers hands. At least some have started to do the right thing.

    I'm just waiting now for the first lawsuit where someone got hurt and BB didn't allow the return.
    09-04-2016 08:58 AM
  19. TylerLV76's Avatar

    I'm just waiting now for the first lawsuit where someone got hurt and BB didn't allow the return.
    That portion right there is why people need to report to corporate which store is doing this. Best buy is notorious for making up its own rules on a store by store basis. Restocking fees are a prime example. The have been removed by corporate for 5 years and I still see individual stores trying to apply them. There was a recall with Dyson heaters a couple years ago that stores in my area were refusing to take back. The CPSC was involved in the recall and still, store manager refused to return them until they were reprimanded by corporate.
    09-04-2016 09:03 AM
  20. cardboard60's Avatar
    Agreed Samsung shares the majority of the blame as it is very obvious that they didn't work with the US retailers to establish a consistent exchange process and have it ready to release to the public.

    I got the run around for 2 days because no one knew what to do and ... they were all passing the buck to the next.

    However - I also believe this is a much larger problem than what is being publicized and I seriously doubt any of the (35 out of X) numbers being reported. I know of at least one local report in the US not included in these statistics - and I think it was only a matter of (very short) time where batteries began exploding more often. I think this is why Samsung pulled the trigger so quickly - they had no choice and they had to act quickly before someone was seriously hurt.

    That being said - retailers should be doing everything they can to get these devices out of customers hands. At least some have started to do the right thing.

    I'm just waiting now for the first lawsuit where someone got hurt and BB didn't allow the return.
    Its probably like telling a Story.
    Samsung probably told everybody what do do. But as the story got told over and over it changed.
    And that is where more people had no idea what the policy was.
    You got to realize.
    People just working in a Store can't just take it on themselves and do whatever.
    They have to ask a manager.
    Elsewise they will loose their jobs.
    And it seem like today, just because there is a problem.
    Everybody wants everybody else's Job.
    Just to show them.
    09-04-2016 09:12 AM
  21. mmsean's Avatar
    At&t is doing just that, giving loaners that can be returned for a new Note 7 unless you damage the loaner.
    Blame AT&T for not following Samsung policy. Samsung Policy does not explicitly state that they will provide loaner phones. So it's AT&T who is going above and beyond the Samsung policy, and now people are expecting this from other retailers. Makes no sense to me. Do remember that Best Buy also gave out free gifts on day of purchase for pre-orders where no one else was doing that. I didn't hear any complaints about that.
    09-04-2016 09:14 AM
  22. mmsean's Avatar
    That and they are doing the bare minimum to assist customers by forcing them to keep another version or to have no phone at all.
    So you're complaining that BB is not following Samsung policy, which I agree with. However then you're complaining again because when they do follow policy you're complaining as well? You're not serious right? Explain so I can understand.

    This is BestBuy:

    Galaxy Note7 Exchange Program Information

    We have stopped selling the Samsung Note7. You can visit a Best Buy store to return or exchange your device, without a restocking fee. You will have the option to replace it with a new Note7 when they become available.

    If you have already purchased a Samsung Note7 from Best Buy and do not feel comfortable using it, you have a few options:
    1.Exchange current Galaxy Note7 device with a new Galaxy Note7 (when product becomes available).
    2.Exchange current Galaxy Note7 for a Galaxy S7 or Galaxy S7 edge and replacement of any Note7-specific accessories with a refund of the price difference between devices.
    3.Return your Note7 and receive a full refund.

    As a gesture of appreciation, you will receive a $25 bill credit from your carrier when choosing a Galaxy S7 family device or the Galaxy Note7 within the exchange program. Bill credit could take 2 to 3 billing cycles before appearing on your statement.
    09-04-2016 09:18 AM
  23. cardboard60's Avatar
    I myself have no problem with Best Buy or the Samsung folks in the stores.

    All this is a unfortunate problem. But we are gonna have to learn how to deal with it.

    Personally I'm changing my phone only when I can sit and watch TV or something.
    But I will not return it till a few weeks when more note 7 become available.
    This is my 1st Note.
    And I really like it .
    Regardless of all the problems everybody else has complained about.
    Because I have not had the lag or anything like anybody else has had.
    And I seen from Day one it worked flawlessly.
    So things you do and apps you download to your phone can and will effect the performance of the phone.
    09-04-2016 09:23 AM
  24. pirarre's Avatar
    Once again, early Friday morning Best Buy did not have any knowledge or process in play in regards on how to handle the recall.

    News regarding the process started to hit employees emails late Friday evening. Now with that, all employees doesn't check their emails. So therefore, they didn't have any knowledge of the process or maybe even the recall in general.

    Yesterday news was still coming in. Including the fact that they would allow a customer that has a broken or liquid damaged note 7 to also exchange their device etc.

    I have a relative that works at best buy and this is what he told me.

    As far as loaner phones Best Buy do not do loaned phones. I have no idea why not. But they don't. My biggest issue with them is that their site says that you can exchange your Note 7 for a new Note 7 (in store)when they come in. However, a manager told me that i have to send mine to Samsung for the exchange. Which I know is not correct.

    Also Best Buy will not give you a definate answer on when the New Note 7 will be in. That's why they saying they won't be in for about 4-6weeks. They don't want to state the phone will be in next week or 2 weeks from now and they don't have them in.
    09-04-2016 09:24 AM
  25. pirarre's Avatar
    The other thing as well...is that Best Buy Stores and Best Buy Mobile Stores are ran different and employees is trained differently.

    Yes, its one company but trust me...they are different.
    mmsean likes this.
    09-04-2016 09:26 AM
1,485 ... 56789 ...

Similar Threads

  1. Note 7 recall and purchase from swappa/ eBay
    By bytheriver in forum Samsung Galaxy Note 7
    Replies: 85
    Last Post: 09-05-2016, 03:35 PM
  2. how do I back up my whole Note 7 to my SD card
    By AC Question in forum Ask a Question
    Replies: 1
    Last Post: 09-05-2016, 08:22 AM
  3. Note 7 SD Card Storsge Default
    By Terri Farrell in forum Ask a Question
    Replies: 1
    Last Post: 09-02-2016, 09:08 PM
  4. Note 7 Runs Warm
    By phillipeino in forum Samsung Galaxy Note 7
    Replies: 1
    Last Post: 09-02-2016, 07:12 PM
LINK TO POST COPIED TO CLIPBOARD