01-02-2017 07:34 AM
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  1. Android Optimizer's Avatar
    If I had gone to Verizon to purchase it I guess I'd already have a new phone. Really, really annoying. I was expecting to have them tell me to send back the phone and that a new one will be received by X date. And what about the $25 credit? I asked about this and the CSR was uncertain about whether I would receive this or how I would receive it.
    The Verizon locations do not have the new phones yet, so you wouldn't have a new phone if you'd gone there to purchase it. Samsung has said the $25 credit from them is an e-credit (sent to you in e-mail or a text) that you can use on Samsung.com If you'd bought from a carrier you'd be stuck with either an in-store credit at that store, or $25 off your phone bill (so you wouldn't have got anything better in that situation either).
    zmann likes this.
    09-07-2016 06:48 PM
  2. coolbreeze78's Avatar
    So seeing as how we thought we were so smart ordering directly from the source,we're getting screwed again. I mean, people are walking into their carrier stores and being taken care of while we just sit and wait on Digital River (Samsung's horrible supply chain company) to figure this out. I'm guessing we won't have replacement devices until October. Just a sad situation, really. They are a mess of a company. Should have bought directly from T-Mobile, or honestly not at all. Lesson learned.

    The silence is deafening and I have a flight on Monday morning. Fun.
    09-08-2016 11:46 AM
  3. Android Optimizer's Avatar
    They are a mess of a company. Should have bought directly from T-Mobile, or honestly not at all. Lesson learned.

    The silence is deafening and I have a flight on Monday morning. Fun.
    Do you have a T-Mobile branded phone (with their logo on the back), or is it a pure Samsung phone? If its got the T-mobile branding on the back there is no reason you couldn't try taking it into a T-mobile store and try exchanging it there, but if you're seeking a replacement Note 7 you should know that no one who has checked with the carrier stores and posted on the forum has got a replacement phone yet (be it T-Mobile, Verizon, or any of the others). If you've got a pure Samsung phone then I'd hold off and wait for Samsung to replace your phone otherwise you'll probably have the unpleasant surprise of having additional bloatware and stripped features from your replacement phone (most drastically for Verizon users).
    09-08-2016 12:10 PM
  4. donhillla's Avatar
    Do you have a T-Mobile branded phone (with their logo on the back), or is it a pure Samsung phone? If its got the T-mobile branding on the back there is no reason you couldn't try taking it into a T-mobile store and try exchanging it there, but if you're seeking a replacement Note 7 you should know that no one who has checked with the carrier stores and posted on the forum has got a replacement phone yet (be it T-Mobile, Verizon, or any of the others). If you've got a pure Samsung phone then I'd hold off and wait for Samsung to replace your phone otherwise you'll probably have the unpleasant surprise of having additional bloatware and stripped features from your replacement phone (most drastically for Verizon users).
    1) we all bought carrier branded phones from Samsung.com
    2) carriers will not exchange phones bought at Samsung.com or Best Buy
    3) Samsung is only offering a refund, no exchanges. This is opposite of what their US exchange policy says
    4) if you want a new phone to replace your Samsung.com phone, you have to wait until they are for sale again, going to the back of the line.
    09-08-2016 12:25 PM
  5. coolbreeze78's Avatar
    3) Samsung is only offering a refund, no exchanges. This is opposite of what their US exchange policy says.
    You keep posting this all over. What's the source here?
    09-08-2016 01:58 PM
  6. TylerLV76's Avatar
    You keep posting this all over. What's the source here?
    5 posts up...now 6. And the one directly above that one.
    09-08-2016 02:01 PM
  7. donhillla's Avatar
    You keep posting this all over. What's the source here?
    Three conversations with Samsung where they will only allow me to send the phone in for a refund. Still waiting for a supervisor to call to discuss (holding my breath on that one). There have been several other posts with the same story. Also, take a look at this thread:

    https://www.reddit.com/r/GalaxyNote7...not_honor_the/
    09-08-2016 02:13 PM
  8. coolbreeze78's Avatar
    Three conversations with Samsung where they will only allow me to send the phone in for a refund. Still waiting for a supervisor to call to discuss (holding my breath on that one). There have been several other posts with the same story.
    I see. I guess I was looking for something official from Samsung rather than an interpreted chat with a phone rep. They usually have no clue and just want to get you off the phone as fast as possible. Anyhow, we will see I guess. If it's refund only, I'm gone. Lost a customer if that's the case.

    They probably don't have direction from corporate yet so they are just like "send it back for a refund, thanks" because they don't know what else to tell you.
    09-08-2016 02:20 PM
  9. rsmin's Avatar
    You keep posting this all over. What's the source here?
    Yep when I called Samsung support they said they would give me a swap.
    09-08-2016 02:57 PM
  10. coolbreeze78's Avatar
    Yep when I called Samsung support they said they would give me a swap.
    I called Samsung and they gave me a million dollars. Everyone, this is the truth!
    09-08-2016 03:25 PM
  11. rsmin's Avatar
    I called Samsung and they gave me a million dollars. Everyone, this is the truth!
    LOL.... FUNNY.. But oh so true. You can get all kinds of promises from them.
    09-08-2016 03:45 PM
  12. xpediency's Avatar
    I just called... My order has been on backorder since August 19th. They told me to cancel my order. lol

    I asked why can't I just keep my order and whenever the fixed batch is replenished, just ship it out for me by then. They said they couldn't do that because my order was for the old batch. That's pretty hilarious and stupid. They told me they would eventually cancel my order anyways whether I did it now or wait, so I just canceled.
    09-08-2016 04:54 PM
  13. donhillla's Avatar
    Sorry for the multiple posts on this. After the pre-order fiasco with Samsung.com and the recall mess, I'm just really ticked off at Samsung. This is from a Reddit thread. If I personally hear anything new, I will post it, but it's time to center and move on.

    https://www.reddit.com/r/GalaxyNote7...not_honor_the/

    EmeraldSpyder [score hidden] 4 minutes ago
    Got a canned response as follows:
    Samsung is encouraging for customers to return their Samsung Note 7 phones. For your convenience, you may return your Samsung Note 7 phone you purchased online. Once the product has been received back at our Samsung warehouse you will receive a full refund. Once the Samsung Note 7 is re-launch on the website you will be able to repurchase. We apologize for any inconvenience this may have caused.
    Nashea
    Samsung Direct Customer Service| 1.855.726.8721 | Samsung | ecomm08@sea.samsung.com
    So I responded with:
    Question, how am I supposed to return the phone before I receive the new one? This is my primary phone and do not have a backup.
    Why is this recall process different than the one in the UK?
    That one seems more customer oriented. SamsungUSA's process is more of a return. Why is SamsungUSA encouraging returns rather than exchanges?
    Thank you,
    Hope I get a reply soon.
    09-08-2016 05:20 PM
  14. rsmin's Avatar
    I think all of us who ordered through Samsung.com this time won't do it again. As much as I love Samsung products and I have a bunch of them, I won't order anything directly from them again. This is the one major difference between Samsung and Apple, I don't have Apple products anymore but their customer service is second to none.
    09-08-2016 06:21 PM
  15. coolbreeze78's Avatar
    I'm out. I've been on hold with 1-800-SAMSUNG for 20 minutes now. I'm just going to return it and spend my money elsewhere. They are behaving like a start-up...meanwhile, they are a 300+ billion dollar empire. Cute.

    Wonder how they will handle the two freebies they let me order...got both a 256gig card and Fit 2. Both were $0 at checkout, both shipped. I'm guessing if I send only one of them back, they won't notice? I mean, I'm glad they screwed up, but I'm keeping one of the items.

    Or are they not asking for them back? I know T-Mobile just let people keep the free 12 month Netflix promo...I mean, we are carrying bombs, so yeah, good gesture would be nice.
    09-08-2016 08:02 PM
  16. jhimmel's Avatar
    Three conversations with Samsung where they will only allow me to send the phone in for a refund. Still waiting for a supervisor to call to discuss (holding my breath on that one). There have been several other posts with the same story. Also, take a look at this thread:

    https://www.reddit.com/r/GalaxyNote7...not_honor_the/
    That's because they don't have any yet to swap. Your only option - at this time - is a return. I called and they told me they will let me know when the new ones are available and will swap mine out at that time.
    09-08-2016 08:14 PM
  17. xkoolaidislifex's Avatar
    That's because they don't have any yet to swap. Your only option - at this time - is a return. I called and they told me they will let me know when the new ones are available and will swap mine out at that time.
    I was told that there would be no swap. Their idea of an "exchange" is me sending it back, them refunding me, me creating a new order, and then receiving a new phone.
    09-08-2016 10:45 PM
  18. AhhNote7's Avatar
    What happens to the free gift (256GB MicroSD card or Gear watch) that was shipped with the Note 7 bought directly from Samsung.com? Are people supposed to return it with the phone to get refund? Will it be given again when you re-purchase the replacement unit?

    I am asking because the only reason I bought early and paid full price was to get the special free gift offer that expired on 8/28.
    09-10-2016 02:09 PM
  19. donhillla's Avatar
    Just got off the phone with Samsung. There will be no exchange for another phone, you can only get a refund, and you get back in line to order a new phone. They said the phone will be available in 3 weeks, no guarantee. If you do not have a replacement phone, then you are SOL. You will need to buy another phone. Not clear if you even get the $25 credit. They are only interested in getting the phones back. I asked about the exchange web site and was told the website is wrong and does not apply to Samsung.com customers. Never buy anything from Samsung.com. Worst treatment. Oh, you do keep the accessories and free gift. This is BS.
    09-11-2016 01:36 PM
  20. xkoolaidislifex's Avatar
    Just got off the phone with Samsung. There will be no exchange for another phone, you can only get a refund, and you get back in line to order a new phone. They said the phone will be available in 3 weeks, no guarantee. If you do not have a replacement phone, then you are SOL. You will need to buy another phone. Not clear if you even get the $25 credit. They are only interested in getting the phones back. I asked about the exchange web site and was told the website is wrong and does not apply to Samsung.com customers. Never buy anything from Samsung.com. Worst treatment. Oh, you do keep the accessories and free gift. This is BS.
    Had 5 separate discussions with samsung.com staff, same story. Spoke to someone at Samsung corporate, and they gave a different story. I'm hoping that, much like the ordering process, the samsung.com staff is completely ignorant. Samsung Tech Support said "we are exchanging 100% of the note 7's in the US". We had quite a lengthy discussion. I'm going to let it sit until the CPSC comes through with a ruling, then I will call back.

    TL;DR: I got the same story, but I'm hoping they're just stupid.
    09-11-2016 06:04 PM
  21. coolbreeze78's Avatar
    The problem here is, the sales end of Samsung.com is handled by Digital River. They are a terrible company and never do things properly.

    If Samsung had it's own employees handling their web/phone sales and shipping directly from their warehouses (like Apple.com) none of this would be so bad. Since Digital River is involved, it's a ****show. Figures. They need to get rid of that old school company ASAP and take sales/order processing in-house.
    09-11-2016 06:24 PM
  22. xkoolaidislifex's Avatar
    Side Note: If you do decide to return yours for a refund, it will take 3 to 5 days for samsung.com to EMAIL YOU a pre-paid return label. THREE TO FIVE DAYS FOR AN E-MAIL. This is what we're dealing with folks.
    09-11-2016 10:39 PM
  23. rsmin's Avatar
    Had 5 separate discussions with samsung.com staff, same story. Spoke to someone at Samsung corporate, and they gave a different story. I'm hoping that, much like the ordering process, the samsung.com staff is completely ignorant. Samsung Tech Support said "we are exchanging 100% of the note 7's in the US". We had quite a lengthy discussion. I'm going to let it sit until the CPSC comes through with a ruling, then I will call back.

    TL;DR: I got the same story, but I'm hoping they're just stupid.
    Got the same info as you guys. I actually called Sunday a week ago the first time, gave me the 3-5 day statement about shipping return label. This past Thursday I called them again and they said we see where you called but don't show them sending you anything. Said Will send me info again in 3-5 days. They must be reading from a script. I also told them I wanted to exchange and they said we don't do that, Samsung website wrong. I said I don't want to be without a phone and she said well you will just have to buy one and ship my current one back in for a refund. When I said if I buy one like it is a new order I would be put in back of the line while waiting on exchanges to be handled first. She said that is wrong also. It's a first come first serve no matter if I originally had the recalled phone or not. No way would I buy another item from Samsung.com again. Told her that. Doesn't phase them one bit. As much as love Samsung products I can't believe they let this company operate their online website. When I mentioned how bad Digital River is not only on this exchange but on the original pre-order she acted like she didn't know what I was taking about. As for the reason they are doing this is because ;they don't have the new ones yet". She told me that even when the new ones are posted on their website they will NOT handle it as an exchange it will STILL BE refund/repurchase? I asked will y'all send me an email stating the new ones are in stock? She said NO I will need to just keep checking on the website and look to see when I can order again. (Like I would order from them again anyway). At this point if I can just get my money back, I think I will just order through an ATT corporate store even if I have to wait in line again...
    09-12-2016 04:07 AM
  24. rsmin's Avatar
    Anyone receive a return shipping label from Samsung.com yet? I have called twice, they stay it's coming but still nothing.
    09-12-2016 06:53 PM
  25. xkoolaidislifex's Avatar
    Called today again. Now they are saying they WILL EXCHANGE, but I have to send it back first. If I want to refund, they want me to send back my Gear Fit 2 that I received. So I'm just gonna keep on hoping my Note 7 doesn't burn my house down, wait for them to become available, buy another one from this deplorable website, send mine in, and be rid of this wretched organization.

    Its times like this I wish this wasn't hands down the best phone out there (you know, besides the fire hazard).
    09-12-2016 08:59 PM
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