01-02-2017 07:34 AM
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  1. coolbreeze78's Avatar
    Just got a response 2 minutes ago:

    Hello,

    At this time we are not offering in-person exchanges at our walk-in service locations. To return the phone please call 844--365-6197 and the group. You will receive a label for the accessories via email. I apologize for any inconvenience this has caused you . If you have any other questions or concerns please email back. Have a great day!


    Bravo. Bravo idiots.

    And it sounds like they are gearing up to require the freebies back. Nope. Everyone who bought from carriers and Best Buy got to keep them. Samsung.com customers are already getting super screwed. They can come chase me for them and I'll fight back. I'm also just sending the bare phone back. Keeping the accessories and s-pen. Screw em.
    7AndTRT likes this.
    09-19-2016 01:02 PM
  2. rsmin's Avatar
    Just got a response 2 minutes ago:

    Hello,

    At this time we are not offering in-person exchanges at our walk-in service locations. To return the phone please call 844--365-6197 and the group. You will receive a label for the accessories via email. I apologize for any inconvenience this has caused you . If you have any other questions or concerns please email back. Have a great day!


    Bravo. Bravo idiots.

    And it sounds like they are gearing up to require the freebies back. Nope. Everyone who bought from carriers and Best Buy got to keep them. Samsung.com customers are already getting super screwed. They can come chase me for them and I'll fight back. I'm also just sending the bare phone back. Keeping the accessories and s-pen. Screw em.
    Was this a call or email from them?
    09-19-2016 01:30 PM
  3. coolbreeze78's Avatar
    Email. A reply from one I sent 6 days ago. Nice.
    09-19-2016 01:35 PM
  4. rsmin's Avatar
    I still don't think they know what they are doing. I am with you, they are not getting the freebie back. As far as I am concerned that was given to us because we preordered this.
    09-19-2016 01:37 PM
  5. coolbreeze78's Avatar
    I still don't think they know what they are doing. I am with you, they are not getting the freebie back. As far as I am concerned that was given to us because we preordered this.
    I saw over at Reddit this morning that a dude who bought one on Craigslist called Samsung. They arranged for a swap at a carrier store. He's thrilled.

    WTF-OVER!
    09-19-2016 01:39 PM
  6. xkoolaidislifex's Avatar
    I saw over at Reddit this morning that a dude who bought one on Craigslist called Samsung. They arranged for a swap at a carrier store. He's thrilled.

    WTF-OVER!
    Probably could track the IMEI number. I still hope that's the plan they have for us.
    09-19-2016 01:41 PM
  7. rsmin's Avatar
    Here is another one. This is really aggravating because we can't even return the phones that they're saying are so dangerous.


    https://androidcommunity.com/galaxy-...gram-20160919/
    Marla523, thanks again.
    09-19-2016 01:55 PM
  8. irock1985's Avatar
    I'd recommend for any of you with the means to get your stories to the press... This is the saddest thread of them all that you all that paid full price from the source are getting treated so badly...
    marla523 likes this.
    09-19-2016 03:07 PM
  9. coolbreeze78's Avatar
    I'd recommend for any of you with the means to get your stories to the press... This is the saddest thread of them all that you all that paid full price from the source are getting treated so badly...
    I'm considering litigation. Not kidding. And I'm not being a crybaby about this. It's effectively discrimination. Perhaps I'm being silly here, but the seriousness of this couldn't be more urgent. Our dangerous phones have been sitting in our homes for 3 weeks now. We cannot do anything with them. We cannot get rid of them. We cannot get them replaced.

    Meanwhile, everyone who bought the same device from a carrier have not only been provided loaners (and redeemed free VR headsets) but they are waltzing in and getting replacements already. No fuss, just royal treatment. Samsung/Digital River will hide behind "well, carriers set their own policies and procedures." Nice try but no. We have nowhere else to turn to. We cannot get rid of nor replace these devices. We are being held hostage here, as is our $900. Does anyone actually feel that makes any sense at all? If so, I'd love to hear the logic.

    We sit here in silence while dangerous devices just sit in our homes. We have zero guidance from the company we gave $900 to. That's the manufacturer in case anyone forgot. They are liable here. I want it out of my possession and replaced. They are refusing to do either. That's a major problem.

    There is an attorney that would love this publicity. I'm looking for him/her as we speak.

    Even if they "fix" this in the next 5 minutes, the past is not forgiven nor forgotten. Digital River needs to be fired today.
    marla523 and sharmanas like this.
    09-19-2016 03:54 PM
  10. marla523's Avatar
    I'm considering litigation. Not kidding. And I'm not being a crybaby about this. It's effectively discrimination. Perhaps I'm being silly here, but the seriousness of this couldn't be more urgent. Our dangerous phones have been sitting in our homes for 3 weeks now. We cannot do anything with them. We cannot get rid of them. We cannot get them replaced.

    Meanwhile, everyone who bought the same device from a carrier have not only been provided loaners (and redeemed free VR headsets) but they are waltzing in and getting replacements already. No fuss, just royal treatment. Samsung/Digital River will hide behind "well, carriers set their own policies and procedures." Nice try but no. We have nowhere else to turn to. We cannot get rid of nor replace these devices. We are being held hostage here, as is our $900. Does anyone actually feel that makes any sense at all? If so, I'd love to hear the logic.

    We sit here in silence while dangerous devices just sit in our homes. We have zero guidance from the company we gave $900 to. That's the manufacturer in case anyone forgot. They are liable here. I want it out of my possession and replaced. They are refusing to do either. That's a major problem.

    There is an attorney that would love this publicity. I'm looking for him/her as we speak.

    Even if they "fix" this in the next 5 minutes, the past is not forgiven nor forgotten. Digital River needs to be fired today.
    I 100% agree with absolutely everything you just wrote. I feel exactly the same way. I don't think this is "no big deal". I don't have a backup phone and I'm assuming some others don't either. Nowadays we can't just get by with no phone, unfortunately. I have kids that need to call me, older parents that could need me, etc. So I can't just go and throw the phone out! Plus I would be out a lot of money for something that's not my fault. I just wish I understand what Samsung is thinking with just ignoring the people who pre-ordered their phone for A LOT OF MONEY, through them.

    My husband is an attorney (he's a trademark attorney so he doesn't practice this type of law), but I'll still run it by him and sees what he thinks about a lawsuit. We can all join together.

    I would buy an iphone (which I haven't done since the 4), but I just don't like it at all, compared to the note. But yes, Apple's customer service isn't like this, we would just be able to walk into the store and exchange.
    09-19-2016 04:20 PM
  11. xkoolaidislifex's Avatar
    Called again, "we will be reaching out to everyone who purchased from Samsung.com by Wednesday with information on exchanges and returns".

    Excuse me if I don't hold my breath
    rsmin likes this.
    09-19-2016 04:34 PM
  12. mikecol's Avatar
    This Note 7 was my 1st new phone in 10 years and what a mess (last was a Samsung X495). I ordered from them the 1st hours that it was available and figured getting directly from Samsung.com would be the best thing to do....Gave them my $900+ and waited and waited; while everyone else had them in the store. No way to check status on it or find out anything. Finally got mine and now can't get a replacement.

    They seem completely out of touch with their customers. Now wish I would have just got one through Tmobile or just forget the whole thing and go back to my X495...at least it is safe to have in the home and vehicle. The Note 7 is nice to use, but dealing with Samsung.com has spoiled it for me...just not worth the trouble.

    They have completely failed in every email to me. All promises and never any action from them. Not worth calling or emailing them for anything.
    09-19-2016 04:53 PM
  13. rsmin's Avatar
    Called again, "we will be reaching out to everyone who purchased from Samsung.com by Wednesday with information on exchanges and returns".

    Excuse me if I don't hold my breath
    They told me Thursday so I ain't holding my breath.
    09-19-2016 05:47 PM
  14. rsmin's Avatar
    This Note 7 was my 1st new phone in 10 years and what a mess (last was a Samsung X495). I ordered from them the 1st hours that it was available and figured getting directly from Samsung.com would be the best thing to do....Gave them my $900+ and waited and waited; while everyone else had them in the store. No way to check status on it or find out anything. Finally got mine and now can't get a replacement.

    They seem completely out of touch with their customers. Now wish I would have just got one through Tmobile or just forget the whole thing and go back to my X495...at least it is safe to have in the home and vehicle. The Note 7 is nice to use, but dealing with Samsung.com has spoiled it for me...just not worth the trouble.

    They have completely failed in every email to me. All promises and never any action from them. Not worth calling or emailing them for anything.
    Mikecol,

    We all agree with ya. If I didn't love the phone so much I would move on to something else. I have had the note 2, 3, & 4 and this one is obviously the best. Samsung.com has taken a lot of the fun out of it but for me there is just not another phone out there that works for me. This was the first time I ordered from Samsung.com and will be the last once I can get my replacement. The odd thing is that Samsung.com in Canada is totally opposite. Their customer service is fantastic. They are doing the right thing. They are sending the replacement out first then asking the customer to take the old one back to a retail store. Not so with Samsung.com in the U.S.
    09-19-2016 06:05 PM
  15. OchoCILINDROS's Avatar
    I'm just wondering if anyone here on this post is just looking to return for a refund rather than a replacement? I know some people on Reddit have suggested to dispute the charge with the credit card company and that might possibly get things going.
    09-19-2016 08:29 PM
  16. nonie's Avatar
    I'm just wondering if anyone here on this post is just looking to return for a refund rather than a replacement? I know some people on Reddit have suggested to dispute the charge with the credit card company and that might possibly get things going.
    When I got the letter from Samsung to shut phone off and not use it, I took mine back to ATT, where I bought it for a full refund on phone and accessories I purchased.
    I was not going to keep a phone that was new and I had spent so much money on and not be able to use it

    Att was understanding and I got every penny I spent on it. Couldn't have been easier. I paid full price out right for phone.
    I did not preorder mine
    Went to store on Saturday when they came out.

    I hope to buy another one when I feel they are safe.
    Sorry some of you are having problems either getting a replacement or refund.
    09-19-2016 08:43 PM
  17. rsmin's Avatar
    When I got the letter from Samsung to shut phone off and not use it, I took mine back to ATT, where I bought it for a full refund on phone and accessories I purchased.
    I was not going to keep a phone that was new and I had spent so much money on and not be able to use it

    Att was understanding and I got every penny I spent on it. Couldn't have been easier. I paid full price out right for phone.
    I did not preorder mine
    Went to store on Saturday when they came out.

    I hope to buy another one when I feel they are safe.
    Sorry some of you are having problems either getting a replacement or refund.
    Good thing that you bought yours from ATT directly. I won't do Samsung.com again
    09-20-2016 04:45 AM
  18. coolbreeze78's Avatar
    Just sent Samsung's North America CEO and the CPSC a love letter.
    09-20-2016 12:59 PM
  19. marla523's Avatar
    Would love to see that letter!
    09-20-2016 01:24 PM
  20. rsmin's Avatar
    Just sent Samsung's North America CEO and the CPSC a love letter.
    Coolbreeze78, Thanks. Let us know if you hear back from them.
    09-20-2016 01:30 PM
  21. coolbreeze78's Avatar
    Coolbreeze78, Thanks. Let us know if you hear back from them.
    Of course not. I didn't get any bounces, so I know he received it. Not surprised, it falls in line with what we already know about how much of a s*it show they are.

    I just called (7th time) and the guy, with an attitude, said "the most current information we have for Samsung.com customers as of two days ago is you will receive an email within a week with instructions." A week? GTFO, I bought this thing from the source on August 3rd and haven't touched it in nearly a month. I want it out of my home yet nobody will take it.

    Seeing all the gleeful posts about people walking into a carrier, turning in their S7e loaner and walking out with a revised Note 7 is enraging. I mean, I'm happy for them, but it's a slap in the face for us idiots who trusted Samsung.com. And they are waiting on their free Gear VR to ship (from the loaner). That's cute.

    I think I'm done with this entire phone/process/bullsheet. No company deserves our hard earned $900 for how we are being treated. We are at the back of the line. Nice.
    09-20-2016 07:53 PM
  22. avalvo's Avatar
    Call your credit card company. Put in a dispute of the charge. They are so messed up there that they will never REPLY. You will eventually be credited for the full amount. Then just go to a carrier when all calms down. Keep the phone you have. It's probably fine, and will make a nice back up down the road.
    09-20-2016 07:58 PM
  23. jamesrick80's Avatar
    Moral of the story...never order a phone from Samsung.com or potentially be screwed in cases like this
    09-20-2016 08:00 PM
  24. donhillla's Avatar
    Here is the tweet I got from Samsung:

    SamsungSupport @SamsungSupport
    @donhillLA Hi there, we saw your tweet and wanted to help. Our apologies for the delayed response. Since you purchased your Galaxy Note 7 from Samsung.com , will be reaching out to you this week with your replacement device information. This information will include the exchange or refund specifics. For now, it is extremely important to stop using your device and power it down immediately. Thank you for being a loyal Samsung customer. ^Joseph
    09-20-2016 08:01 PM
  25. xkoolaidislifex's Avatar
    Here is the tweet I got from Samsung:

    SamsungSupport @SamsungSupport
    @donhillLA Hi there, we saw your tweet and wanted to help. Our apologies for the delayed response. Since you purchased your Galaxy Note 7 from Samsung.com , will be reaching out to you this week with your replacement device information. This information will include the exchange or refund specifics. For now, it is extremely important to stop using your device and power it down immediately. Thank you for being a loyal Samsung customer. ^Joseph
    Same line from every phone call.
    09-20-2016 08:01 PM
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