01-02-2017 07:34 AM
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  1. donhillla's Avatar
    Just speculating here, not facts. I think they are planning to issue a credit to those who want to replace their N7 with a new N7. So when it goes on sale, you use the credit and they will know that you replaced a recalled N7. When I called and said I wanted an exchange, the rep said they would know if I was replacing a recalled one. So I'm thinking a credit for exchange or a refund and return the gift if you are not planning to buy a new one from Samsung.com. Again, just my thoughts, not facts.
    09-12-2016 11:02 PM
  2. rsmin's Avatar
    It amazes me how often their stories change. I also called again yesterday HOPING to get an answer on why I haven't received my shipping label to send this back. I couldn't get that answer but I did get someone that said they are doing exchanges and when I send mine in they would send out a new one. The reason I couldn't get the answer about my shipping label answer was because they transferred me to the group that handles that and I got left on eternal hold and gave up.
    09-13-2016 04:03 AM
  3. rsmin's Avatar
    I did get finally get in the correct group and I am on the list for the shipping label but she couldn't tell me when that would happen they are swamped. She also said the info I got yesterday about exchanges is wrong. They don't automatically send out a new one when the old one is received back. She said to get the $25 credit and keep the original gift I would have to reorder through Samsung.com. She swears this is right because their system is not set up for the scenario described to me yesterday.
    09-13-2016 11:22 AM
  4. wookiee2cu's Avatar
    It seems to depend on who you talk to. I went into a T-mobile store yesterday to get a loaner and was informed they stopped giving them out and I'd have to call the main number for a loaner... no big deal. I asked them if I would simply bring in the old Note 7, the loaner and get my replacement Note 7 when they got them in at the store and the rep said yes. When I phoned in to order the loaner I asked that rep if the exchange info the store rep gave me was correct and she said yes.
    09-13-2016 11:37 AM
  5. rsmin's Avatar
    It seems to depend on who you talk to. I went into a T-mobile store yesterday to get a loaner and was informed they stopped giving them out and I'd have to call the main number for a loaner... no big deal. I asked them if I would simply bring in the old Note 7, the loaner and get my replacement Note 7 when they got them in at the store and the rep said yes. When I phoned in to order the loaner I asked that rep if the exchange info the store rep gave me was correct and she said yes.
    Did you buy your original T-Mobile one through Samsung.com?
    09-13-2016 03:11 PM
  6. rsmin's Avatar
    It's really funny how Samsung is encouraging everyone to turn off their phones and return them when those of us who bought through Samsung.com CAN'T because we are waiting on a return shipping label and directions on where to send this phone back to.. I called the first day after the original recall announcement, and they said I would get shipping label in 3-5 days. Didn't happen. Called last Friday and again was told 3-5 days and still don't have it. Has anyone who ordered through Samsung.com received a return shipping label yet? The crazy thing is the label isn't mailed to you, it is emailed to you....
    09-15-2016 04:22 AM
  7. irock1985's Avatar
    It's really funny how Samsung is encouraging everyone to turn off their phones and return them when those of us who bought through Samsung.com CAN'T because we are waiting on a return shipping label and directions on where to send this phone back to.. I called the first day after the original recall announcement, and they said I would get shipping label in 3-5 days. Didn't happen. Called last Friday and again was told 3-5 days and still don't have it. Has anyone who ordered through Samsung.com received a return shipping label yet? The crazy thing is the label isn't mailed to you, it is emailed to you....
    Well seeing that the postal services don't want to ship the bad phones in fear of fire it's going to be real interesting what happens next. Maybe Samsung will send you a fire proof pouch to ship it in...
    09-15-2016 05:18 AM
  8. rsmin's Avatar
    Well seeing that the postal services don't want to ship the bad phones in fear of fire it's going to be real interesting what happens next. Maybe Samsung will send you a fire proof pouch to ship it in...
    LOL, good point...
    09-15-2016 06:39 AM
  9. donhillla's Avatar
    Has anyone gotten a shipping label from Samsung.com? This is just crazy. Just feels like we are an afterthought. I guess the longer they wait, the longer they keep our money.
    09-15-2016 01:08 PM
  10. rsmin's Avatar
    Has anyone gotten a shipping label from Samsung.com? This is just crazy. Just feels like we are an afterthought. I guess the longer they wait, the longer they keep our money.
    I haven't yet..Called them the third time this week. First time I had confirmation I was on some kind of list for the exchange..
    09-15-2016 02:08 PM
  11. jhimmel's Avatar
    Been on hold forever at Samsung.com. No one seems to know how to get me a replacement, only how to turn it in. Been bounced to 3 different departments so far, and right now I don't really hear anything on the phone and dont know if someone else will be picking up . . . lol. I told them, just sell me a replacement, and then credit me back when I return this one. Should be pretty simple, shouldn't it? Still holding...

    Edit: yeah, it's hopeless. Over a half hour of nothing but silence. Pretty sure they just transferred me to a black hole.
    09-15-2016 04:28 PM
  12. rsmin's Avatar
    Just got off with them. The person I talked to said I can order online again once they become available online. I still haven't gotten my email to send it back yet even though I am on the list. Looks like I will have to purchase again and get my refund later. She said if I want to keep the gift I need to reorder from them.
    09-15-2016 04:43 PM
  13. rsmin's Avatar
    Been on hold forever at Samsung.com. No one seems to know how to get me a replacement, only how to turn it in. Been bounced to 3 different departments so far, and right now I don't really hear anything on the phone and dont know if someone else will be picking up . . . lol. I told them, just sell me a replacement, and then credit me back when I return this one. Should be pretty simple, shouldn't it? Still holding...

    Edit: yeah, it's hopeless. Over a half hour of nothing but silence. Pretty sure they just transferred me to a black hole.
    That happened to me the other day. Hopefully you can get better info than I did!!
    09-15-2016 04:57 PM
  14. jhimmel's Avatar
    rsmin, yes - that's what I'm trying to do. This is too funny. Just tried a third time. The only way to order one right now is through their e-commerce support team (because of the craziness going on). Getting through to that team is impossible. They did take my number and promised that the team will call ME within 24 hours in order to take my order for a new Note 7. Not holding my breath...
    09-15-2016 04:59 PM
  15. rsmin's Avatar
    rsmin, yes - that's what I'm trying to do. This is too funny. Just tried a third time. The only way to order one right now is through their e-commerce support team (because of the craziness going on). Getting through to that team is impossible. They did take my number and promised that the team will call ME within 24 hours in order to take my order for a new Note 7. Not holding my breath...
    jhimmel, thanks keep us posted. They told me I can only order through them online and keep watching the website for it. I know one thing if I can get through this mess, I won't ever order another one through them.
    09-15-2016 05:31 PM
  16. donhillla's Avatar
    I know I'm being impatient, the news just came out a few hours ago, but those idiots at Samsung.com are still refusing to do replacements. Return, refund and wait for it to go an sale again. Right hand not talking to the left hand. I hope my label does not get printed until they resolve this mess.
    09-15-2016 06:04 PM
  17. avalvo's Avatar
    The process is a black hole. You get on the phone with them. They take all this information and then transfer you in to a blackness they call the sales and return dept. There u sit in silence - forever.
    rsmin and marla523 like this.
    09-15-2016 06:53 PM
  18. rsmin's Avatar
    The process is a black hole. You get on the phone with them. They take all this information and then transfer you in to a blackness they call the sales and return dept. There u sit in silence - forever.
    Oh so true!! It's funny all over tv and the internet people are saying please turn your recalled notes back in. Saw news tonight saying only 180,000 have been turned back in. WELL, that's fine and dandy UNLESS you bought your phone from Samsung.com!!!!! You would think Samsung.com would be leading the way in returns, BUT NO. I have been trying since Sunday almost two weeks ago to get a label to ship this phone back and still haven't received it. And it ain't like it's coming through U.S.mail.. They are sending it via EMAIL!!! I haven't heard or seen one person that has received it.
    09-15-2016 07:08 PM
  19. avalvo's Avatar
    These people are completely clueless. I really wonder if it will get any better. Some how I really doubt it.
    09-15-2016 07:17 PM
  20. coolbreeze78's Avatar
    The delay with return labels is because FedEx refuses to transport the Note 7's back to Samsung...

    https://www.reddit.com/r/GalaxyNote7...turns_re_long/
    09-15-2016 07:18 PM
  21. avalvo's Avatar
    That is not excuse for not being able to speak to a live person who would explain the issue. I agree they have a shipping issue. That is not our problem. They should just issue all of us refunds and tell us to order new from them or a carrier, etc. They sold us a product that can't be used. Getting it back should not be our problem. Just return my money.
    09-15-2016 07:22 PM
  22. coolbreeze78's Avatar
    That is not excuse for not being able to speak to a live person who would explain the issue. I agree they have a shipping issue. That is not our problem. They should just issue all of us refunds and tell us to order new from them or a carrier, etc. They sold us a product that can't be used. Getting it back should not be our problem. Just return my money.
    Oh I know, I'm with you there. It's been an infuriating circus so far.
    09-15-2016 07:24 PM
  23. jhimmel's Avatar
    So e-commerce team just called me, and hung up after three rings - before I could even answer!
    09-15-2016 07:38 PM
  24. coolbreeze78's Avatar
    So e-commerce team just called me, and hung up after three rings - before I could even answer!
    I got the call an hour or two ago. All they will tell you is you will receive a return label soon. Won't be a FedEx label because FedEx refuses to transport them (I had to pull this out of the rep). Also, there is no exchange program. You have to return and rebuy. Period.

    Meanwhile, Canada has this going on...

    THIS is how it should be done

    Nice, isn't it? That's how organized Samsung.ca (or whatever) is for our friends up North.

    Here? Complete disaster.

    I'm drafting a letter to the CEO's office in NJ. It won't do anything, but having worked in a huge corporate HQ before, I do know for a fact they read and reflect on these types of complaints. So I'm sending it. No vitriol, just calm, professionally worded feedback on this mess (with reference to Canada for sure). They need to get rid of Digital River ASAP and take handling the web store in-house. I'm sure there's much more they need to do, but that's low hanging fruit for sure.

    I'll just walk into T-Mobile and buy a revised device. At least they will take care of me if something goes wrong.
    09-15-2016 09:25 PM
  25. rsmin's Avatar
    I got the call an hour or two ago. All they will tell you is you will receive a return label soon. Won't be a FedEx label because FedEx refuses to transport them (I had to pull this out of the rep). Also, there is no exchange program. You have to return and rebuy. Period.

    Meanwhile, Canada has this going on...

    THIS is how it should be done

    Nice, isn't it? That's how organized Samsung.ca (or whatever) is for our friends up North.

    Here? Complete disaster.

    I'm drafting a letter to the CEO's office in NJ. It won't do anything, but having worked in a huge corporate HQ before, I do know for a fact they read and reflect on these types of complaints. So I'm sending it. No vitriol, just calm, professionally worded feedback on this mess (with reference to Canada for sure). They need to get rid of Digital River ASAP and take handling the web store in-house. I'm sure there's much more they need to do, but that's low hanging fruit for sure.

    I'll just walk into T-Mobile and buy a revised device. At least they will take care of me if something goes wrong.
    Coolbreeze78,

    I saw the head man for Samsung in the US on TV last night apologizing for this note 7 issue. It would help if they looked at there own policy here in the states at Samsung.com. It has been a mess for those of us that ordered through them. When I look at how Samsung Canada is handling their customers compared to Samsung USA it's as if they are totally two different companies (well I guess they are being that this is Digital River).
    When they explained their return policy to me last week I told them I might as well go to an ATT store and buy it locally. She said I would have to return my promotional gift if I did. I hope your letter has them at least looking into this online debacle they call Samsung.com/us .. Probably won't help us now but might help customers in the future. I love my Samsung products, and my Note 7 but won't order anything through Samsung.com again. Also if you go to T-Mobile to purchase one will they put you at the end of the line and you have to wait until the exchanges are done?
    09-16-2016 02:28 AM
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